Lead Business Analyst _ Salesforce FSC & Agentforce

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)

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

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Salary Range

$120,000 - $150,000 a year

Qualifications

BACHELOR OF COMPUTER SCIENCE