Salesforce Agentforce Functional Analyst

The Select Group; Durham (NC); On-site; USD 110,000 - 170,000; Full time

Job summary

The Select Group is seeking a Lead Business Analyst to bridge business stakeholders with Salesforce delivery teams for the CSX Agentforce Transformation program. This role requires understanding how an agentic AI layer operates on Service Cloud, including prompts, reasoning engines, datasets, and business rules that impact accuracy, performance, and cost.

You will translate business needs into technical requirements, facilitate stakeholders, and guide architecture discussions.

Qualifications

• 7+ years of BA/PO/solutions delivery experience.
• Hands-on Salesforce Service Cloud experience.
• Experience with Agentforce or similar AI agent system.

Responsibilities

• Meet with customer-service leaders to understand pain points and KPIs.
• Gather and document functional requirements for Salesforce Service Cloud and Agentforce use cases.
• Translate requirements into clear technical stories, workflows, and acceptance criteria for engineering teams.
• Participate in architecture and solution-design discussions with Salesforce developers and architects.
• Help define Agentforce agents, sub-agents, tasks, routing logic, and escalation paths.
• Create, test, and refine prompts to improve accuracy and customer experience.
• Support user acceptance testing and validate AI-generated responses against standards.

Skills

7+ years experience

Salesforce Service Cloud

Agentforce experience

Generative AI / LLM

Requirements gathering

Stakeholder facilitation

Communication skills

Tools

Salesforce

Knowledge articles

AI testing tools

Job description

Sr. Salesforce Agentforce Analyst- Durham, NC / Denver, CO / Hoboken, NJ

The Select Group is seeking a Lead Business Analyst who will serve as the primary business and functional lead for the CSX Agentforce Transformation Program and act as the bridge between business stakeholders and Salesforce delivery teams. Traditional Salesforce Service Cloud experience alone is not sufficient; the role requires a strong understanding of how an agentic AI layer operates on top of Service Cloud and how prompts, reasoning engines, knowledge sources, datasets, integrations, and business rules affect accuracy, performance, scalability, adoption, and cost.

What You’ll Bring:

• 7+ years of experience in Business Analysis, Product Ownership, Solution Analysis, Business Architecture, or a related enterprise delivery role.


• Hands-on Salesforce Service Cloud experience.




• Understanding of Salesforce routing and assignment rules, service-level agreements, and entitlements.




• Hands-on Salesforce Agentforce experience or comparable agentic AI implementation experience.




• Experience with Salesforce knowledge articles, knowledge management, enterprise data grounding, and AI response validation.




• Generative AI / large language model experience, including prompt engineering.




• Ability to test AI-generated responses and improve response accuracy and escalation behavior.




• Strong business analysis, requirements gathering, documentation, and stakeholder facilitation skills.




• Experience translating business needs into technical requirements, workflows, acceptance criteria, and scalable solution designs.


• Strong communication skills and the ability to work effectively with business leaders, developers, architects, and engineering teams.

What You’ll Do:

• Meet with customer-service leaders and business stakeholders to understand pain points, contact drivers, metrics, KPIs, and desired outcomes.


• Gather and document functional requirements for Salesforce Service Cloud and Agentforce use cases.


• Translate requirements into clear technical stories, workflows, acceptance criteria, prompts, actions, and solution recommendations for engineering teams.


• Participate in architecture, solution-design, and prioritization discussions with Salesforce developers, architects, and quality engineers.


• Help define Agentforce agents, sub-agents, tasks, actions, routing logic, escalation paths, and human handoffs.


• Identify and validate the knowledge articles, databases, customer data, product information, order information, and business rules used to ground AI responses.


• Create, test, and refine prompts to improve accuracy, consistency, efficiency, and customer experience.


• Conduct or support user acceptance testing and validate AI-generated responses against standards and guardrails.


• Investigate hallucinations, inaccurate answers, poor escalations, or performance issues and collaborate on corrective changes.


• Evaluate scalability, token consumption, response efficiency, and operating-cost considerations for high-volume use cases.

TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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