• Partner with business stakeholders to define, refine, and prioritize Market to Sales functional requirements • Translate business needs and functional requirements into actionable solution designs • Lead and support hands-on solution design, prototyping, and proof-of-concept efforts for Salesforce Sales Cloud • Guide implementation activities through delivery • Identify and recommend opportunities to improve, streamline, and automate Market to Sales processes

Role Description The Salesforce Agentforce Specialist supports a government‑contracted contact center by configuring, maintaining, and optimizing Salesforce Agentforce tools used by customer service staff. This role ensures accurate case handling, efficient workflows, and reliable AI‑driven support features. The Specialist works closely with operations, IT, and program leadership to improve automation, reporting, and overall service quality. Job Duties: - Configure and maintain Agentforce features including case management, workflows, routing, and automations. - Support AI‑enabled tools such as knowledge recommendations, automated responses, and predictive insights. - Build and refine flows, macros, and process automations to improve efficiency and reduce manual work. - Collaborate with customer service teams to translate operational needs into scalable Salesforce solutions. - Maintain and update knowledge‑base content to ensure accuracy and alignment with AI models. - Create dashboards and reports to track KPIs such as case volume, resolution time, and agent productivity. - Monitor system performance, troubleshoot issues, and support upgrades and new feature rollouts. - Serve as the internal subject‑matter expert for Agentforce and support cross‑functional coordination. Qualifications - Bachelor's degree - Minimum 5 years of experience supporting Salesforce roles/responsibilities - Minimum 1 year of experience supporting Salesforce Service Cloud or Agentforce administration. - Ability to obtain/maintain a Public Trust clearance Requirements - Active Salesforce Agentforce certification. - Additional Salesforce certifications (Administrator, Service Cloud Consultant, AI Associate, etc.). - Experience with omnichannel routing or digital engagement tools. - Familiarity with API integrations or third‑party service platforms. - Background in customer support, operations, or process improvement. - Strong understanding of case management, customer service workflows, and contact center operations. - Experience with Salesforce Flow, automation tools, and AI‑driven service features. - Strong communication and documentation skills. Benefits - Medical, dental, and vision insurance with an employer contribution - Flexible spending or health savings account - Life and AD&D insurance - Short and long term disability coverage - Paid time off - Employee assistance program - Participation in a 401k program with company match - Additional voluntary or legally-required benefits

Role Description We are seeking an experienced Salesforce Senior Business Analyst with strong expertise across the Salesforce ecosystem and a comprehensive understanding of end-to-end business processes. The ideal candidate will serve as a liaison between business stakeholders and technical teams, driving requirements gathering, solution design, process optimization, and successful delivery of Salesforce-based initiatives. The candidate should possess a 360-degree understanding of Salesforce capabilities, CRM processes, integrations, and digital transformation initiatives. - Collaborate with business stakeholders to gather, analyze, and document business requirements. - Conduct workshops, interviews, and discovery sessions to understand business needs and objectives. - Translate business requirements into functional specifications, user stories, process flows, and acceptance criteria. - Work closely with Salesforce Architects, Developers, QA teams, and Project Managers to deliver business solutions. - Analyze and optimize existing business processes using Salesforce best practices. - Support solution design across Salesforce Sales Cloud, Service Cloud, Experience Cloud, and related Salesforce products. - Facilitate sprint planning, backlog grooming, UAT coordination, and release activities. - Create business process maps, gap analyses, and solution recommendations. - Manage stakeholder expectations and ensure alignment between business objectives and technology solutions. - Support data migration, integration, reporting, and dashboard requirements. - Participate in change management, training, and user adoption initiatives. - Ensure project documentation is maintained throughout the project lifecycle. Qualifications - 7+ years of Business Analysis experience with at least 4+ years working on Salesforce projects. - Strong understanding of Salesforce CRM platform capabilities and best practices. - Hands-on experience with Salesforce Sales Cloud and Service Cloud. - Expertise in requirements gathering, business process analysis, and solution documentation. - Experience creating: - Business Requirement Documents (BRD) - Functional Requirement Documents (FRD) - User Stories - Process Flow Diagrams - Use Cases - Acceptance Criteria - Strong knowledge of Agile/Scrum methodologies. - Experience working with cross-functional business and technical teams. - Knowledge of Salesforce data models, security concepts, reporting, and dashboards. - Experience supporting UAT planning, execution, and defect management. - Strong communication, presentation, and stakeholder management skills. - Ability to manage multiple projects and priorities simultaneously. Requirements - Experience with Salesforce Experience Cloud (Community Cloud). - Knowledge of Salesforce Marketing Cloud and Account Engagement (Pardot). - Exposure to Salesforce CPQ and Revenue Cloud. - Experience with Salesforce Data Cloud and Customer 360 initiatives. - Understanding of Salesforce integrations using REST APIs, middleware platforms, and third-party applications. - Experience with Data Migration tools such as Data Loader, Informatica, or MuleSoft. - Knowledge of AI capabilities within Salesforce, including Einstein AI. - Experience working in Insurance, Financial Services, Healthcare, or Retail domains. - Familiarity with Jira, Confluence, Azure DevOps, or similar project management tools. - Salesforce Administrator Certification or Business Analyst Certification. - Experience supporting large-scale Salesforce transformation programs. Education - Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field. - Salesforce certifications are highly preferred. Preferred Certifications - Salesforce Certified Administrator - Salesforce Business Analyst Certification - Salesforce Advanced Administrator - Salesforce Sales Cloud Consultant - Salesforce Service Cloud Consultant

Role Description The Senior Salesforce Business Analyst will play a critical role in leading the analysis, definition and documentation of customer requirements to translate them into detailed, tangible and measurable user stories and acceptance criteria. We are looking for a Salesforce enthusiast who is enthusiastic about driving change and advocating for their clients to drive value leveraging the Salesforce platform. This role will partner with the Solutions team to translate business requirements into architectural specs that map to our Product roadmap focused on delivering value to our clients against their Strategic priorities. We are looking for a trusted advisor for all things Salesforce. They are a vital bridge between business and technology. - The ideal candidate is a change agent with consulting experience who will collaborate with key stakeholders at our university clients and our Platform teams to understand business processes and help document requirements, enhancements, capabilities, process automation and customer's insights that are aligned with the strategic priorities. - Leads discovery workshops with key stakeholders to understand business objectives, problem statement and targeted goals and outcomes, current use of the platform, and any other customer centric data and processes. - Design business processes by analyzing stakeholder requirements; constructing business process models, workflow charts and diagrams; evaluating system capabilities; writing specifications/user stories. - Demonstrates Salesforce and extended AppExchange apps that can fit our needs. - Drives communications with all key stakeholders for operational enhancements, defects and project deliverables, including facilitating business review demos and capturing feedback for the product backlog. - Stay current on Salesforce releases, new features, product roadmaps and applications available from 3rd parties on the Salesforce AppExchange. - Map Salesforce capabilities, features and best practices against business and technical requirements. - Provide business and engineering expertise throughout each phase of the project, from planning to closeout identifying project milestones, phases, and elements, leading project teams. - Will be responsible for assessing overall business needs and providing solutions as well as documenting and defining business requirements. Qualifications - 7+ years of experience of leading discovery workshops, soliciting and documenting business requirements. - 5+ years of experience as a Salesforce Business Analyst or System Administrator. - Salesforce Admin (ADM-201) certified required. - USM and/or UMGC prior experience preferred. - Salesforce Sales Cloud Consultant, Salesforce Service Cloud Consultant or Salesforce Education Cloud Consultant desired. - Areas of focus; Service Cloud, Omni-Channel, Communities, Case Management, Knowledge, CTI, SMS, Chat integration. Added plus: Education Cloud, Marketing Cloud, Einstein Analytics. - Candidate must demonstrate in depth technical knowledge of Salesforce and its capabilities, track record of major solution design architecture contributions in a large enterprise, analytical and problem-solving way of thought, project management skills and enthusiastic personality. - Strong understanding of key SFDC architectural concepts and how they influence business process designs. - Experience with eliciting, refining, and decomposition of requirements to provide a comprehensive set of requirements that meet the business customer needs. - Experience working in an Agile environment and with Agile tooling like Jira / Azure DevOps. - Experience in creating documentation such as business process maps, user stories, wireframes, mockups, and functional specifications. - Experience maintaining system protocols, architecture, requirements, and associated design documents through traceability, updating procedures, analyzing system and program changes. - Experience establishing and maintaining effective working relationships in team environments and with other business organizations. Requirements - Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, translate high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs. - Deep understanding of general CRM architecture as well as Salesforce process defaults and data structures. - Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards. - Excellent analytical, technology, communication, decision making and problem-solving skills. - Excellent written and verbal communication skills. - Excellent project management skills and a positive attitude. - Strong understanding of Salesforce best practices and functionality. - Self-motivated and able to work both with the team and independently while remote. - Strong data management abilities. - Strong relationship management skills. - Strong understanding of and detailed experience with the Salesforce architecture. - Knowledge of Software Development Life Cycle (SDLC) methodologies. - Knowledge of JIRA, Azure DevOps or similar project management tool. - Knowledge of Agile methodology, working in 3-week sprints, daily scrums, etc.