• Learn the business and build relationships to become a valued cross-functional resource, providing data led insights that enable better decision-making • Support multiple functions in data management and analysis (Sales, Marketing, Ops, PMO, Business Development) to inform and improve standard processes, as well as in support of strategic transformation initiatives • Assist in the creation of detailed process maps and documentation to illustrate current and future-state business processes • Support the analysis of current business processes, data, and systems to identify inefficiencies, bottlenecks, and areas for improvement • With guidance, prepare comprehensive reports, presentations, and documentation to communicate findings, recommendations, and project progress to stakeholders • Utilize data analysis techniques to identify trends, patterns, and root causes of departmental issues and risks, and work with leadership to recommend opportunities and solutions • Generate/build ad-hoc reports and analyses

• Join the Business Analysis team as a senior contributor, providing expert advice and leadership across key project areas. • Manage technical delivery using proven frameworks and tools to ensure projects are completed on time and within budget. • Be a Senior member on multiple phases of technical areas within a project and/or multiple small projects of moderate scope and complexity. • Map full business processes and implement solutions for technological and process improvements. • Gather business requirements from stakeholders and review existing ones to produce detailed business requirement specification documents. • Run workshops using proven techniques to create detailed business, functional, and non-functional requirements. • Ensure complete requirement coverage by supporting and guiding team contributions and communication. • Apply standards and methodologies, and provide expertise on the use of methods and tools. • Conduct needs analysis, task planning, process/data analysis and modelling, and/or logical database design with relational databases. • Identify and assess risks to the success of the project. • Agree on the project approach with stakeholders and prepare realistic plans (including quality, risk, and communications plans). • Track activities against the project schedule and manage stakeholder involvement as appropriate. • Support training and build competency within the practice.

Role Description We are looking for a Salesforce Agentforce Business Analyst / Product Owner to drive the definition, prioritization, and delivery of AI-powered customer engagement solutions on the Salesforce platform. This role sits at the intersection of business stakeholders, customers, and delivery teams, with a strong focus on discovery, use case articulation, and product ownership. The ideal candidate will partner closely with clients to identify, refine, and prioritize Agentforce use cases, ensuring solutions deliver measurable business value while aligning with customer experience goals. Key Responsibilities - Customer Discovery & Use Case Definition - Lead and support discovery workshops, stakeholder interviews, and journey mapping sessions - Capture and document business requirements, pain points, and customer interaction scenarios - Identify and define AI-driven use cases (e.g., virtual agents, automated case handling, knowledge assistance) - Translate business needs into well-defined user stories, epics, and acceptance criteria - Collaborate with architects to ensure use cases are technically feasible and aligned with platform capabilities - Product Ownership & Backlog Management - Act as the Product Owner for Agentforce initiatives, owning the product backlog - Prioritize features and use cases based on business value, ROI, and feasibility - Maintain a clear and actionable backlog with refined user stories and success criteria - Drive sprint planning, backlog grooming, and review sessions with delivery teams - Ensure alignment between business goals and technical delivery - Stakeholder Management - Serve as the primary liaison between business stakeholders, customers, and technical teams - Communicate product vision, roadmap, and progress effectively - Manage expectations and ensure continuous stakeholder engagement and feedback loops - Facilitate decision-making and resolve ambiguities during delivery Qualifications - Exceptional communication and interpersonal skills - Strong analytical and problem-solving abilities - Experience with Salesforce and AI technologies - Proven track record in product ownership and backlog management Requirements - Experience in business analysis or product ownership - Familiarity with Agile methodologies - Ability to work collaboratively in a remote environment - Strong understanding of customer engagement solutions Benefits - Flexible work arrangements - Comprehensive health benefits - Professional development opportunities - Inclusive work culture

• Serve as a key bridge between business stakeholders and technical teams • Drive the successful design and delivery of Contact Center as a Service (CCaaS) solutions • Lead end-to-end requirements gathering sessions • Translate complex business needs into clear Business Requirements Documents (BRDs), Functional Requirement Documents (FRDs), User Stories, and Acceptance Criteria • Create and maintain detailed documentation such as process flows, Visio diagrams (as-is/to-be), call flow designs, and integration requirement documents • Manage and groom user stories, epics, and sub-tasks in Jira • Facilitate stakeholder engagement through requirement workshops, design walkthroughs, and sprint demos • Collaborate with onshore and offshore development and architecture teams