Salesforce Consultant

Focus: Vlocity Claims Management on Salesforce

Location: Bangalore

Role Overview

We are seeking a hands-on Technical Lead with deep Salesforce Industries (Vlocity Insurance) experience to lead a rapid assessment of Client's claims platform. This role will diagnose system, data, and integration challenges contributing to agent friction and operational inefficiencies, and define a prioritized, actionable improvement roadmap.

Project brief: Current-state analysis, root cause identification, and pragmatic optimization within an existing Vlocity implementation.

Key Responsibilities

1. Platform & Architecture Assessment

· Evaluate current Salesforce + Vlocity (Insurance/Claims) implementation

· Assess usage of:

o Claims data model

o OmniScripts, FlexCards, DataRaptors

o Integration procedures and APIs

· Identify deviations from Vlocity best practices and over-customization risks

2. CSR Workflow & Friction Analysis

· Analyze end-to-end claims lifecycle:

o Intake → Triage → Investigation → Adjudication → Payout

· Partner with business stakeholders to map day in the life workflows

· Identify system-driven inefficiencies:

o Excessive clicks, duplicate data entry, poor UI/UX flows

o Manual workarounds and rework loops

3. Integration & Data Architecture Review

· Evaluate integrations with:

o TPAs (Third Party Administrators)

o Insurance carriers

o External document and communication systems

· Assess data flow, synchronization patterns, and failure points

· Identify latency, data inconsistency, and orchestration issues

4. Root Cause Identification

· Distinguish between:

o Process gaps

o Configuration / Vlocity design issues

o Custom code / technical debt

o Integration architecture limitations

· Quantify impact on:

o Agent productivity

o Cycle time

o NPS / customer experience

5. Recommendations & Roadmap

· Define:

o Quick wins (config-level improvements within Vlocity)

o Medium-term enhancements

o Structural / architectural changes (if needed)

· Create an effort vs. impact prioritization

· Provide clear guidance on:

o What can be optimized within Vlocity

o What requires redesign or externalization

Required Qualifications

· 7+ years of Salesforce experience, including:

o 3 to 5 yrs years in Salesforce Industries (Vlocity) Insurance

· Strong experience with:

o Vlocity Claims / Insurance data models