Sr. Salesforce Agentforce Analyst - AI-Driven Service Cloud

The Select Group

Durham (NC)

On-site

USD 110,000 - 170,000

Full time

14 days+

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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.