Salesforce Agentforce Functional Analyst

About the role

The Select Group is seeking a Lead Business Analyst to serve as the primary business and functional lead for the CSX Agentforce Transformation Program. This role requires a strong understanding of how an agentic AI layer operates on top of Service Cloud and its impact on various aspects.

Responsibilities

• Meet with customer-service leaders and business stakeholders to understand pain points, contact drivers, metrics, KPIs, and desired outcomes.
• Gather and document functional requirements for Salesforce Service Cloud and Agentforce use cases.
• Translate requirements into clear technical stories, workflows, acceptance criteria, prompts, actions, and solution recommendations for engineering teams.
• Participate in architecture, solution-design, and prioritization discussions with Salesforce developers, architects, and quality engineers.
• Help define Agentforce agents, sub-agents, tasks, actions, routing logic, escalation paths, and human handoffs.
• Identify and validate the knowledge articles, databases, customer data, product information, order information, and business rules used to ground AI responses.
• Create, test, and refine prompts to improve accuracy, consistency, efficiency, and customer experience.
• Conduct or support user acceptance testing and validate AI-generated responses against standards and guardrails.
• Investigate hallucinations, inaccurate answers, poor escalations, or performance issues and collaborate on corrective changes.
• Evaluate scalability, token consumption, response efficiency, and operating-cost considerations for high-volume use cases.

Requirements

7+ years of experience in Business Analysis, Product Ownership, Solution Analysis, Business Architecture, or a related enterprise delivery role.

Hands-on Salesforce Service Cloud experience.

Understanding of Salesforce routing and assignment rules, service-level agreements, and entitlements.

Hands-on Salesforce Agentforce experience or comparable agentic AI implementation experience.

Experience with Salesforce knowledge articles, knowledge management, enterprise data grounding, and AI response validation.

Generative AI / large language model experience, including prompt engineering.

Ability to test AI-generated responses and improve response accuracy and escalation behavior.

Strong business analysis, requirements gathering, documentation, and stakeholder facilitation skills.

Experience translating business needs into technical requirements, workflows, acceptance criteria, and scalable solution designs.

Strong communication skills and the ability to work effectively with business leaders, developers, architects, and engineering teams.

Qualifications

None specified.

Skills

Business Analysis, Product Ownership, Solution Analysis, Business Architecture, Salesforce Service Cloud, Salesforce Agentforce, Generative AI, Large Language Model Experience, Prompt Engineering, User Acceptance Testing, Scalability Evaluation, Token Consumption, Response Efficiency, Operating-Cost Considerations.

Benefits

None specified.

Pay

Not specified.

Schedule

Not specified.

Benefits

Equal Opportunity Employer.