Salesforce Consultant - Vlocity Implementation

Role Overview :

We are seeking a hands-on Technical Lead with deep Salesforce Industries (Vlocity Insurance) experience to lead a rapid assessment of Clients 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 :

- Assess usage of :

a. Claims data model

b. OmniScripts, FlexCards, DataRaptors

c. Integration procedures and APIs

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

2. CSR Workflow & Friction Analysis :

a. Intake ? Triage ? Investigation ? Adjudication ? Payout

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

- Identify system-driven inefficiencies :

a. Excessive clicks, duplicate data entry, poor UI/UX flows

b. Manual workarounds and rework loops

3. Integration & Data Architecture Review :

a. TPAs (Third Party Administrators)

b. Insurance carriers

c. External document and communication systems

- Assess data flow, synchronization patterns, and failure points

- Identify latency, data inconsistency, and orchestration issues

4. Root Cause Identification

a. Process gaps

b. Configuration / Vlocity design issues

c. Custom code / technical debt

d. Integration architecture limitations

- Quantify impact on :

a. Agent productivity

b. Cycle time

c. NPS / customer experience

5. Recommendations & Roadmap:

a. Quick wins (config-level improvements within Vlocity)

b. Medium-term enhancements

c. Structural / architectural changes (if needed)

- Create an effort vs. impact prioritization

- Provide clear guidance on :

a. What can be optimized within Vlocity

b. What requires redesign or externalization

Required Qualifications :

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

- Strong experience with :

a. Vlocity Claims / Insurance data models