Lead Business Analyst – Salesforce FSC & Agentforce

About

Roles & Responsibilities

• Lead end‑to‑end business analysis activities for Salesforce‑based initiatives, including discovery, requirements elicitation, and solution alignment
• Act as the primary BA lead for Financial Services Cloud (FSC) implementations across Lending / Mortgage / Member Services
• Define and document business requirements, user stories, process flows, and acceptance criteria aligned to Agentforce‑enabled service models
• Collaborate with product owners, architects, and development teams to translate business needs into scalable Salesforce solutions
• Drive adoption and optimization of Agentforce capabilities for AI‑assisted agent workflows, case handling, member interactions, and productivity improvements
• Work closely with UX, Salesforce developers, and integration teams to ensure seamless end‑to‑end experiences
• Support release planning, sprint execution, UAT coordination, and stakeholder sign‑offs
• Identify gaps, risks, and improvement opportunities and proactively recommend automation and AI‑driven enhancements
• Act as a trusted advisor to business stakeholders and provide thought leadership on Salesforce and AI‑enabled service transformation

Must Have Technical/Functional Skills

• 8+ years of experience as a Business Analyst, with at least 3–4 years in a Lead BA role
• Strong hands‑on experience with:
  • Salesforce Financial Services Cloud (FSC)
  • Salesforce Service Cloud and agent workflows
  • Agentforce (AI‑assisted service / agent use cases)
• Deep understanding of financial services / lending / mortgage business processes
• Proven experience working in Agile / Scrum environments
• Strong documentation skills (BRDs, user stories, process maps, use cases)
• Excellent stakeholder management and communication skills

Nice to Have:

• Experience with AI‑enabled service models, chatbots, or intelligent case routing
• Exposure to Salesforce Omni‑Channel, Chat/Messaging, or Contact Center integrations
• Experience supporting member‑facing or customer‑facing platforms
• Salesforce certifications (FSC Accredited Professional, BA / Admin / Service Cloud preferred)