PCG Consulting Group International

• Configure and develop solutions within the IntelePeer CAP platform • Build and maintain SmartAgent conversational workflows • Assist with AI-driven voice automation implementations • Develop API integrations and data transformation logic • Support Smartsheet and list management integrations • Participate in workflow design and architecture discussions • Help implement reporting and analytics solutions • Work alongside PCG and client stakeholders during implementations • Troubleshoot production issues and optimize workflows • Learn additional AI and automation platforms as PCG expands services • Support healthcare and contact center automation initiatives

• Design, build, and maintain integrations between state eligibility systems and external partners such as SSA, CMS, IRS, DHS, and FNS. • Support data exchanges including SDX/SVES, MAGI, BEP, PARIS, FTI , and other federal hub transactions. • Implement eligibility workflows such as intake, verification, identity proofing, redetermination, and enrollment. • Develop RESTful APIs, microservices, and service-to-service integrations using .NET, Java, or similar frameworks. • Design and maintain API gateways (AWS API Gateway, Azure APIM) and enforce versioning, mapping, and access controls. • Implement resilient integration patterns (circuit breakers, retries, DLQs, idempotency). • Build event-driven pipelines using Kafka, RabbitMQ, or Azure Service Bus. • Support real-time eligibility verification and high-volume data processing. • Deploy, monitor, and secure services in AWS or Azure cloud environments. • Use CI/CD pipelines (Azure DevOps, Jenkins, GitLab) to automate builds, tests, and deployments. • Ensure compliance with MARS-E, HIPAA, NIST, and IRS Pub 1075 security frameworks. • Work closely with state HHS teams, policy analysts, business analysts, architects, and DevOps engineers. • Translate eligibility rules and business requirements into technical specifications. • Participate in architecture reviews, data mapping sessions, and testing cycles.

• Partner with HR stakeholders to confirm expectations regarding SOP structure, format, and level of detail • Identify and prioritize HR processes requiring documentation, aligning work sequencing with project priorities and business impact • Review and consolidate existing documentation, job aids, and process artifacts to inform SOP development • Facilitate structured working sessions with HR leaders and operational staff to capture accurate end-to-end process details • Translate operational workflows into clear, step-by-step Standard Operating Procedures • Draft and maintain consistent, high-quality SOP documentation aligned with defined templates and organizational standards • Lead stakeholder review sessions to validate process accuracy, usability, and completeness • Incorporate feedback and finalize SOPs that meet client quality, operational, and compliance requirements • Manage documentation progress independently while maintaining alignment with project timelines and stakeholder expectations

• Partner with HR leadership and consulting teams to analyze, redesign, and optimize HR service workflows • Translate HR operational requirements into Salesforce Service Cloud functionality • Define and implement HR case types, subtypes, routing rules, and service workflows • Facilitate current-state and future-state process design workshops • Collaborate with Salesforce administrators to ensure configuration aligns with functional requirements • Support the design and documentation of Standard Operating Procedures (SOPs) tied to Salesforce processes • Ensure HR ServiceLink enhancements support case management, service routing, and employee support workflows • Contribute to HR process automation initiatives within Salesforce • Ensure solutions are scalable, compliant, and aligned with enterprise delivery standards

• Execute unit, integration, and regression testing for Salesforce Service Cloud workflows and configurations • Support and coordinate User Acceptance Testing (UAT) with HR stakeholders • Identify, document, and track system defects and configuration issues • Manage defect tracking and collaborate with Salesforce administrators and developers to resolve issues • Validate workflow logic, approval processes, routing rules, and automation • Assist with release readiness and production deployment validation • Conduct root cause analysis for production defects or system issues • Maintain test documentation, test cases, and testing artifacts

• Configure and maintain Salesforce Service Cloud case management workflows • Build and manage case types, subtypes, routing rules, and approval processes • Implement and maintain workflow rules, validation rules, and automation • Support Separation Action Forms (SAF) workflows and HR service request processes • Configure Salesforce functionality supporting HR programs such as: Learning Institute, Organizational Development, Internship Programs, HR Operations • Manage data validation rules and configuration updates • Maintain system configuration as HR policies and workflows evolve • Support testing and deployment of new Salesforce enhancements • Collaborate with functional consultants and delivery teams on feature updates and improvements

• Lead end-to-end QA and testing activities for eligibility, enrollment, renewals, and case management modules. • Develop and maintain test strategies, test plans, and test schedules aligned to project timelines and release cycles. • Manage functional, integration, regression, and user acceptance testing (UAT) for eligibility systems. • Validate system behavior against Medicaid, SNAP, TANF, Childcare, and other HHS program rules. • Coordinate testing activities across cross-functional teams, including business analysts, policy SMEs, developers, and vendors. • Review and approve test scenarios, test cases, and expected outcomes for eligibility workflows. • Track and manage defects, working with technical teams to ensure timely resolution and retesting. • Provide regular QA status reporting, risk assessments, and readiness updates to project leadership. • Support go-live readiness, cutover planning, and post-implementation stabilization (“hypercare”).

• Analyze business and system requirements related to eligibility, enrollment, renewals, and case management workflows. • Translate policy and operational requirements into system-functional specifications and user stories. • Support configuration, testing, and validation of eligibility and enrollment functionality within IES platforms. • Collaborate with business analysts, policy SMEs, developers, QA, and vendors to ensure accurate system behavior. • Participate in system testing activities, including unit testing, system integration testing, and user acceptance testing (UAT). • Identify and document defects, workflow gaps, and enhancement opportunities. • Support data validation, reporting, and system readiness activities for releases and go-lives. • Assist with post-implementation support, issue triage, and change management activities.