Zensar Technologies

Salesforce BA

Zensar Technologies  •  Republic of India (Onsite)  •  27 days ago
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Job Description

As a Principal Consultant/Business Analyst, you will play a crucial role in connecting business objectives with Agentforce capabilities. Your primary responsibility will be to lead discovery workshops, identifying and defining AI agent use cases such as auto-resolution, proactive field service dispatch, sentiment analysis, and post-call summarization. You will author comprehensive epics, user stories, acceptance criteria, and process flow diagrams, ensuring a clear and structured approach to project development. Additionally, you will manage stakeholder alignment across various teams, including Customer Experience (CX), IT, Operations, and Legal, with a focus on data privacy and AI governance. Your expertise will be instrumental in defining success metrics and overseeing UAT, as well as supporting change management and end-user training initiatives.
  • 10+ years of experience in Salesforce consulting or business analysis.
  • Proven track record of delivering full Agentforce or Einstein AI projects (at least 2 projects).
  • Strong background in Salesforce Service Cloud or Field Service Lightning.
  • Salesforce Business Analyst Certification is highly preferred.
  • Excellent communication and collaboration skills.
  • Ability to work independently and manage multiple projects simultaneously.
  • Analytical mindset with a problem-solving approach.
  • Experience in leading discovery workshops and facilitating stakeholder discussions.
  • Proficiency in using tools like Lucidchart or Miro for process flow diagramming.
  • A passion for staying updated with the latest Salesforce and AI innovations.
Zensar Technologies

About Zensar Technologies

Zensar stands out as a premier technology consulting and services company, embracing an ‘experience-led everything’ philosophy. We are creators, thinkers, and problem solvers passionate about designing digital experiences that are engineered into scale-ready products, services, and solutions to deliver superior engagement to high-growth companies. This full lifecycle capability – from experience to engineering to engagement – is what makes us unique. This integrated approach also means that we harness the power of technology, creativity, and insight to deliver impact — ensuring our work focuses not just on technology but also on the people who use it.

Part of the $4.4 billion RPG Group, Zensar is headquartered in Pune, India. Our 10,000+ employees work across 30+ locations worldwide, including Seattle, Princeton, Cape Town, London, Singapore, and Mexico City. As an organization, we are diverse and multi-dimensional and unite across geographies and skill sets to deliver products and services that are value-driven, environmentally conscious, and human-centered.

To know more, visit us at www.zensar.com.

Industry
IT & Software
Company Size
10,000+ employees
Headquarters
Pune, IN
Year Founded
2001
Website
zensar.com
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