Senior Salesforce BA: AI-Driven CRM Transformation

Capgemini; Warszawa; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Private medical care with Medicover

Life insurance

Hybrid working model

70+ training tracks

Job summary

Capgemini Polska is seeking a Senior Salesforce Business Analyst to bridge business and technology in large Salesforce transformation programs for international clients. You will shape solutions for sales, service and data usage, from discovery workshops to user stories and functional specs, including AI-driven features on Agentforce and Data Cloud.

You will join Digital Customer Experience (DCX) in Poland, a large Salesforce delivery team serving financial services, telco, utilities,

Qualifications

• At least 5 years of experience as a Business Analyst in CRM / Salesforce projects, ideally in international delivery environments.
• Strong hands-on knowledge of Salesforce configuration (Sales Cloud and/or Service Cloud); Experience Cloud or Industry Clouds as a plus.
• Interest in Agentforce, Salesforce AI, and how AI-powered features can reshape classic CRM and service processes is nice to have.
• Experience running workshops, writing user stories, and creating functional documentation for complex business processes.
• Good understanding of CRM processes — lead-to-cash, opportunity management, case/incident management, field service, partner/dealer management, or customer onboarding — and how they translate to the Salesforce data model.
• Familiarity with Agile delivery (Scrum, Kanban) and tools such as Jira and Confluence.
• Salesforce Administrator certification required; Business Analyst or Sales Cloud / Service Cloud Consultant certifications strongly preferred.
• Excellent communication and stakeholder management skills, and very good command of English (C1) enabling fluent work with international clients.

Responsibilities

• Leading discovery workshops with business stakeholders to identify pain points, process gaps, and transformation opportunities.
• Translating business needs into user stories, functional specifications, process flows, and acceptance criteria.
• Configuring Salesforce (objects, fields, record types, page layouts, permissions, Flows, reports, and dashboards) to implement agreed solutions.
• Facilitating communication between business users, developers, architects, and QA throughout the delivery lifecycle.
• Running demos, UAT sessions, and change enablement activities with client teams.
• Ensuring solutions follow Salesforce best practices, scale with the client's roadmap, and leverage out-of-the-box capabilities before custom development.
• Supporting pre-sales activities, effort estimations, and solution scoping for new opportunities.
• Mentoring junior analysts and contributing to our internal Business Analysis community and delivery standards.

Job description

Capgemini Polska is seeking a Senior Salesforce Business Analyst to bridge business and technology in large Salesforce transformation programs for international clients. You will shape solutions for sales, service and data usage, from discovery workshops to user stories and functional specs, including AI-driven features on Agentforce and Data Cloud.

You will join Digital Customer Experience (DCX) in Poland, a large Salesforce delivery team serving financial services, telco, utilities,