Principal - Business Analyst

• *Role:** Principal \- Business Analyst**Location:** India, Remote**Experience:** 8\-12 Years

Algoworks

www.algoworks.com **About the company**

Algoworks is an award\-winning artificial intelligence, engineering services and experience transformation firm with offices across the United States, Europe, South America and India. We bring together a global team of engineers, architects, designers, researchers and operators united by rigor, accountability and a commitment to delivering measurable results.

For over 20 years, Algoworks has partnered with Fortune 500 organizations across the Americas, Europe and Asia to define, build and run technology that drives meaningful business outcomes. Our work combines human\-centered design, engineering excellence and AI\-powered capabilities to solve complex challenges with clarity and precision. Innovation, particularly in the responsible application of AI, is embedded in how teams approach problem\-solving and continuous improvement.

At Algoworks, growth is continuous and closely tied to impact. Teams collaborate across geographies and disciplines, strengthening outcomes through shared insight and collective expertise. The culture values transparency, open dialogue and an environment where every voice is heard and contribution is recognized.

Through collaboration, accountability and a focus on results, Algoworks operates at the intersection of technology and people, building not only advanced systems but strong global teams that elevate performance and create lasting impact.

Follow the video below to know about us! Clipchamp

• *Role Overview**

we are seeking an experienced Principal Consultant/Business Analyst, to play a crucial role in connecting business objectives with Agentforce capabilities. The ideal candidate's 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, author comprehensive epics, user stories, acceptance criteria and process flow diagrams, ensuring a clear and structured approach to project development. Additionally, he/she will manage stakeholder alignment across various teams, including Customer Experience (CX), IT, Operations and Legal, with a focus on data privacy and AI governance. His/ Her expertise will be instrumental in defining success metrics and overseeing UAT, as well as supporting change management and end\-user training initiatives. **Key responsibilities:**

• 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.

• *Required skills and qualifications:**

• Bachelor’s or Master's degree in Computer Science, Information Technology, Engineering or a related field.
• 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.

• *Must have skills:**

• Hands\-on experience delivering Agentforce and/or Einstein AI projects.
• Strong expertise in Salesforce Service Cloud and/or Field Service Lightning.
• Experience in requirements gathering, stakeholder management and UAT.

• *Good to have skills:**

• Salesforce Business Analyst or Service Cloud Certification.
• Experience with Agentforce, Einstein AI, Copilot, or Generative AI solutions.
• Proficiency in Lucidchart, Miro, Jira, or similar tools.
• Knowledge of Agile methodologies and change management practices.

• *Desired attributes:**

• Strong communication, facilitation and stakeholder management skills.
• Analytical mindset with a problem\-solving approach.
• Ability to bridge business and technical teams effectively.
• Proactive, adaptable and passionate about AI and Salesforce innovation.

• *Interview process**

2 rounds of discussion.