As a Principal Consultant/Business Analyst, you will play a crucial role in connecting business objectives with Agentforce capabilities. Your primary responsibility will be to lead discovery workshops, identifying and defining AI agent use cases such as auto-resolution, proactive field service dispatch, sentiment analysis, and post-call summarization. You will author comprehensive epics, user stories, acceptance criteria, and process flow diagrams, ensuring a clear and structured approach to project development. Additionally, you will manage stakeholder alignment across various teams, including Customer Experience (CX), IT, Operations, and Legal, with a focus on data privacy and AI governance. Your expertise will be instrumental in defining success metrics and overseeing UAT, as well as supporting change management and end-user training initiatives.
Qualifications
- 10+ years of experience in Salesforce consulting or business analysis.
- Proven track record of delivering full Agentforce or Einstein AI projects (at least 2 projects).
- Strong background in Salesforce Service Cloud or Field Service Lightning.
- Salesforce Business Analyst Certification is highly preferred.
- Excellent communication and collaboration skills.
- Ability to work independently and manage multiple projects simultaneously.
- Analytical mindset with a problem-solving approach.
- Experience in leading discovery workshops and facilitating stakeholder discussions.
- Proficiency in using tools like Lucidchart or Miro for process flow diagramming.
- A passion for staying updated with the latest Salesforce and AI innovations.