Lead I - SFDC Business Analyst Agentforce

UST; Hyderabad; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

UST is seeking an experienced Salesforce Business Analyst (Agentforce) to join our Global CRM team. You will drive Salesforce transformation initiatives, gather requirements, perform business process analysis, and deliver Salesforce solutions across geographies.

Hands-on Agentforce experience and multiple certifications are preferred. The role requires strong stakeholder management, workshops, and collaboration with architects, developers, project managers, and training teams to ensure

Qualifications

• 5+ years of Salesforce Business Analysis experience.
• Agentforce implementation on at least one end-to-end project (min 6 months hands-on).
• Sales Cloud and/or Service Cloud expertise required.
• Salesforce Lightning Experience (Lightning UI) proficiency.
• Proficient in requirements gathering and documentation.

Responsibilities

• Collaborate with stakeholders to understand objectives and requirements.
• Conduct workshops and discovery sessions; perform gap analyses.
• Partner with Architects and Developers to design scalable Salesforce solutions.
• Lead business process improvement initiatives with Salesforce capabilities.
• Act as SME for Agentforce, Sales Cloud, and Service Cloud.

Skills

Salesforce Business Analysis

Agentforce implementation

Sales Cloud/Service Cloud expertise

Salesforce Lightning Experience

Requirements gathering

Business Process Analysis

Stakeholder Management

Agile/Scrum

Workshop facilitation

Excellent communication

Salesforce AdministrationCertification

Agentforce Specialist Certification

Sales Cloud or Service Cloud Cert.

Job description

Role Description

Job Description: Salesforce Business Analyst (Agentforce)

Job Title-Salesforce Business Analyst - Agentforce

Experience Range-6-8 Years

Employment Type: Full-Time

Hiring Location: Chennai/Trivandrum/Bangalore/Noida/Gurgaon/Pune

Job Summary

We are looking for an experienced Salesforce Business Analyst with expertise in Agentforce, Sales Cloud, and Service Cloud to join our Global CRM team. The ideal candidate will work closely with business stakeholders across multiple business units and geographies to drive Salesforce transformation initiatives, gather requirements, perform business process analysis, and deliver innovative Salesforce solutions. The role requires strong business analysis capabilities, stakeholder management skills, and hands-on experience in Agentforce implementations. The candidate will act as a trusted advisor, facilitating workshops, identifying process improvements, and collaborating with architects, developers, project managers, and training teams to ensure successful project delivery.

Must-Have Skills

• Salesforce Business Analysis experience (5+ years)
• Agentforce implementation experience with at least one end-to-end project (minimum 6 months hands‑on experience)
• Salesforce Sales Cloud and/or Service Cloud expertise
• Salesforce Lightning Experience (Lightning UI)
• Requirements gathering and documentation
• Business Process Analysis and Gap Analysis
• Stakeholder Management across business and technical teams
• Agile/Scrum project delivery methodology
• Workshop facilitation and solution design discussions
• Excellent communication, presentation, and documentation skills
• Salesforce Administration Certification
• Agentforce Specialist Certification
• Salesforce Sales Cloud or Service Cloud Certification

Good-to-Have Skills

• Multiple Salesforce Consultant Certifications
• Salesforce AI capabilities and Generative AI solutions
• Salesforce CPQ
• Marketing Automation platforms
• Contract Lifecycle Management (CLM)
• Change Management and Salesforce Adoption Programs
• Experience working in global, multicultural environments
• Knowledge of Salesforce ecosystem integrations and best practices

Key Responsibilities

• Collaborate with business stakeholders to understand business objectives, challenges, and requirements.
• Conduct workshops, discovery sessions, and process analysis activities.Perform gap analysis and translate business requirements into functional specifications and user stories.
• Partner with Salesforce Architects and Developers to design scalable Salesforce solutions.
• Lead business process improvement initiatives leveraging Salesforce capabilities.
• Act as the Subject Matter Expert (SME) for Agentforce, Sales Cloud, and Service Cloud.
• Support Agile project delivery through backlog grooming, sprint planning, UAT, and release activities.
• Drive Salesforce adoption by understanding end‑user needs and recommending enhancements.
• Work closely with Training and Communication teams to support successful change management initiatives.
• Provide ongoing recommendations for Salesforce platform optimization and continuous improvement.

Required Certifications

• Salesforce Certified Administrator (Mandatory)
• Salesforce Certified Agentforce Specialist (Mandatory)
• Salesforce Sales Cloud Consultant or Service Cloud Certification (Mandatory)