Lead Business Analyst – Salesforce FSC & Agentforce

Role: Lead Business Analyst _ Salesforce FSC & AgentforceLocation: McLean, Virginia | Milford, Ohio | San Antonio, TaxesHire Type: Full Time 8 - 10 years of experienceJob DescriptionMust 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