Salesforce Agentforce Business Analyst

Capgemini • Nashville, TN

3d

About The Position

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.Long DescriptionLocation: Nashville, TN
We're looking for a Salesforce Agentforce Business Analyst in our Salesforce Practice that is passionate about streamlining business processes. This role is responsible for assisting on client projects to facilitate discovery, conduct requirements gathering and refinement, define process gaps, define configuration specifications, perform quality assurance, and manage project documentation. You will own the Salesforce system and work closely with business users, internal stakeholders and development teams to meet the needs of business, drive process and system changes. If you consider yourself to be self-motivated, detail-oriented and great at solving ambiguous problems, we want to hear from you.

Requirements

• 2-5 years' experience as a Salesforce Business Analyst/Administration
• Minimum of Bachelor's Degree
• Certifications: Admin, Business Analyst, Agentforce Specialist
• Experience gathering requirements and building custom Salesforce applications
• Proven, hands on project experience with Salesforce Sales, Service and Agentforce
• Effective at managing and prioritizing multiple tasks simultaneously
• Exceptional communication skills, including written and presentation skills
• Excellent data management capabilities
• Agile experience

Responsibilities

• Work with clients and end users to gather, understand and define business requirements
• Lead discovery and requirements definition for Salesforce Agentforce use cases, identifying high‑value AI and automation opportunities across Salesforce Core (Sales, Service, Field Service)
• Translate business workflows into Agentforce agent roles, scopes, instructions, and guardrails, ensuring AI behavior aligned with business rules, compliance, and brand standards
• Analyze end‑to‑end processes to identify repetitive, rules‑based activities suitable for Agentforce automation, driving efficiency, cycle‑time reduction, and improved agent productivity
• Author clear, testable acceptance criteria for Agentforce capabilities, including decision logic, exception handling, and human‑in‑the-loop escalation paths.
• Partner with architects, developers, and stakeholders to align Agentforce solutions with operational needs, data readiness, and measurable business outcomes (ROI, productivity, quality).
• Assist with ongoing system administration including but not limited to: creating and modifying Users, Fields, Validation Rules, Flows, Data Integrity standards and practices and Security
• Create customized reports and dashboards to visualize key business metrics
• Maintain all system documentation and SFDC policies/procedures
• Troubleshoot production issues in a timely manner and provide internal support when needed
• Work with end users during User Acceptance Testing (UAT) & regression testing to accurately prioritize defects and re-test resolved issues
• Understand how Salesforce integrates with our other CRM solutions and customer/business intelligence databases

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees