- Lead discovery workshops to identify and define AI agent use cases.
- Author detailed epics, user stories, acceptance criteria, and process flow diagrams.
- Manage stakeholder alignment across CX, IT, Operations, and Legal teams.
- Ensure data privacy and AI governance compliance.
- Define success metrics for AI agent implementations, such as deflection rate and handle time reduction.
- Oversee UAT (User Acceptance Testing) to ensure quality and user satisfaction.
- Support change management initiatives and provide end-user training.
- Collaborate with cross-functional teams to gather requirements and translate them into actionable plans.
- Stay updated with the latest trends and advancements in Salesforce and AI technologies.
- 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.
What We Do
Zensar is a leading experience, engineering, and technology solutions company. We conceptualize, build, and manage digital products for Forbes Global 2000 clients across the hi-tech engineering, banking and financial services, insurance, manufacturing and consumer services verticals. With proven excellence across five core areas, including experience services, advanced engineering services, data engineering and analytics, foundation services, and application services, our solutions leverage industry-leading platforms to help our clients be competitive, agile, and disruptive while moving with velocity through change and opportunity. Zensar’s expansive ecosystem of 60+ technology partners, including Oracle, Salesforce, SAP, Guidewire, Automation Anywhere, Adobe, and UiPath, enables us to deliver comprehensive solutions to clients, facilitating seamless integration and allowing them to leverage cutting-edge technologies and tools for enhanced business outcomes. Zensar is part of the USD 4.4 billion RPG Group. With headquarters in Pune, India, our 10,500+ employees, representing over 50 nationalities, work from 30+ locations across North America, UK/Europe, and South Africa. Visit us at www.zensar.com
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