Technical Architect – Salesforce (Vlocity Insurance / Claims)

Key Responsibilities

1. Platform & Architecture Assessment

• Evaluate current Salesforce + Vlocity (Insurance/Claims) implementation
• Assess usage of:

• Claims data model
• OmniScripts, FlexCards, DataRaptors
• 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:

• Intake → Triage → Investigation → Adjudication → Payout

• Partner with business stakeholders to map “day in the life” workflows
• Identify system-driven inefficiencies:

• Excessive clicks, duplicate data entry, poor UI/UX flows
• Manual workarounds and rework loops

3. Integration & Data Architecture Review

• Evaluate integrations with:

• TPAs (Third Party Administrators)
• Insurance carriers
• 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:

• Process gaps
• Configuration / Vlocity design issues
• Custom code / technical debt
• Integration architecture limitations

• Quantify impact on:

• Agent productivity
• Cycle time
• NPS / customer experience

5. Recommendations & Roadmap

• Define:

• Quick wins (config-level improvements within Vlocity)
• Medium-term enhancements
• Structural / architectural changes (if needed)

• Create an effort vs. impact prioritization
• Provide clear guidance on:

• What can be optimized within Vlocity
• What requires redesign or externalization

Required Qualifications

• 10+ years of Salesforce experience, including:

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

• Strong experience with:

• Vlocity Claims / Insurance data models
• OmniStudio (OmniScripts, FlexCards, DataRaptors, Integration Procedures)

• Proven experience assessing or stabilizing complex, scaled Salesforce implementations
• Deep understanding of:

• API-led integrations and event-driven patterns
• Data architecture and system boundaries

• Ability to connect technical issues to business impact (NPS, productivity, SLAs)

Preferred Experience

• Prior experience in:

• Vlocity Claims management systems (insurance or similar domains)
• Working with TPAs and external carriers

• Experience in high-scale environments with multiple user personas (agents, partners, vendors)
• Familiarity with:

• Case management patterns on Salesforce
• Document management and communication workflows