What are the responsibilities and job description for the Lead Business Analyst – Salesforce FSC & Agentforce position at ClifyX?
Role: Lead Business Analyst _ Salesforce FSC & Agentforce
Location: McLean, Virginia | Milford, Ohio | San Antonio, Taxes
Hire Type: Full Time
8 - 10 years of experience
Job Description
Must Have Technical/Functional Skills
· 8 years of experience as a Business Analyst, with at least 3–4 years in a Lead BA role
· Strong hands-on experience with:
· Salesforce Financial Services Cloud (FSC)
· Salesforce Service Cloud and agent workflows
· Agentforce (AI-assisted service / agent use cases)
· Deep understanding of financial services / lending / mortgage business processes
· Proven experience working in Agile / Scrum environments
· Strong documentation skills (BRDs, user stories, process maps, use cases)
· Excellent stakeholder management and communication skills
Nice to Have:
· Experience with AI-enabled service models, chatbots, or intelligent case routing
· Exposure to Salesforce Omni-Channel, Chat/Messaging, or Contact Center integrations · Experience supporting member-facing or customer-facing platforms
· Salesforce certifications (FSC Accredited Professional, BA / Admin / Service Cloud preferred)
Roles & Responsibilities
· Lead end-to-end business analysis activities for Salesforce-based initiatives, including discovery, requirements elicitation, and solution alignment
· Act as the primary BA lead for Financial Services Cloud (FSC) implementations across Lending / Mortgage / Member Services
· Define and document business requirements, user stories, process flows, and acceptance criteria aligned to Agentforce-enabled service models
· Collaborate with product owners, architects, and development teams to translate business needs into scalable Salesforce solutions
· Drive adoption and optimization of Agentforce capabilities for AI-assisted agent workflows, case handling, member interactions, and productivity improvements
· Work closely with UX, Salesforce developers, and integration teams to ensure seamless end-to-end experiences
· Support release planning, sprint execution, UAT coordination, and stakeholder sign-offs
· Identify gaps, risks, and improvement opportunities and proactively recommend automation and AI-driven enhancements
· Act as a trusted advisor to business stakeholders and provide thought leadership on Salesforce and AI-enabled service transformation