Role Description As a Business Analyst III, your mission is to promote understanding between decision-makers and the technical team. You will: - Salesforce Strategy: Act as the functional expert to identify challenges and opportunities within our Salesforce instance. - Define Requirements: Write high-quality user stories using the INVEST methodology for Salesforce enhancements and new features. - Analyze & Model: Perform business situation analysis and data modeling to support sales and operations initiatives. - Lead Delivery: Manage stakeholder expectations and lead UAT activities to ensure smooth project transitions and platform adoption. - Process Excellence: Lead process improvement efforts and implement changes that optimize our digital product development. Qualifications - 3+ years in product management, software development, or project management with a strong focus on Salesforce implementation. - Master's degree or certifications in Business, Technology, or Project Management. (Salesforce Certifications are a huge plus!) - High proficiency in Agile, Data Visualization, and Business Process Improvement methodologies. - Strong problem-solving skills and the ability to manage multiple stakeholders effectively. - English level B2. Benefits - Full-time, indefinite contract (Contrato a término indefinido) with all legal benefits. - Prepaid medical care for you and your qualified dependents. - Full dental coverage. - Life Insurance policy included. - Generous Paid Time Off (PTO) after three months to ensure you stay energized. Company Description Join a cross-functional team where your Salesforce expertise will directly drive business initiatives and organizational design. We value leadership, technical precision, and a proactive mindset.

• Facilitate business process reviews to identify customer requirements and processes • Translate customer requirements into contact center design, leveraging best practices and minimizing the need for custom development • Configure Salesforce Service Cloud Voice and Amazon Connect solutions • Develop technical requirements and specifications for customers and the technical delivery team • Drive best practice contact center design into each and every aspect of solution delivery • Effectively manage aspects of projects and customer communications • Deliver customer end user training and documentation • Oversee and be accountable for the successful completion of all aspects of assigned projects • Exercise independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management • Lead vision and strategy discussions with contact center and customer service leadership and management • Architect and build best-in-class implementations of Service Cloud • Configure Salesforce Solutions using point-and-click tools available on the platform (e.g., Process Builder and Visual Flows) • Understand and leverage Salesforce Platform to implement scalable solutions • Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers • Acquire new technical expertise and understanding of latest Salesforce features and major launches • Understanding of contact center routing strategies in Salesforce and Amazon Connect

Role Description We're seeking an experienced Salesforce Consultant, with extensive experience in hands-on development and solutions architecting, to step in as a true extension of our team and lead the implementation and optimization of our Salesforce CRM and Service Cloud environment. This role will begin as a contracted position. If FEDlogic determines there is a need for a permanent position, then this role can be converted to a fully employed position. The right person brings deep, hands-on implementation experience with B2B2C, telephony-integrated service environments (e.g telehealth, EAP vendors, financial wellness benefit providers, or similar) and will be ready to move quickly from discovery to execution. Responsibilities - Audit current Salesforce environment and quickly build a strong working knowledge of existing business processes. - Complete and optimize a CRM and Service Cloud implementation centered on exceptional customer service delivery and an intuitive internal user experience. - Configure and optimize Salesforce Scheduler, omnichannel routing, and AWS telephony integration to support our telephony-based service model. - Build and refine Tableau reporting and dashboards that give our employer clients meaningful visibility into employee engagement and program utilization. - Implement and manage third-party Salesforce applications, including survey tools and external web form solutions. - Configure and deploy Salesforce chatbot functionality in support of client employee self-service. - Collaborate on integration architecture connecting Salesforce to external platforms via native integration, middleware, and/or APIs. - Assist data hygiene efforts to ensure a clean, reliable implementation foundation. - Develop clear, thorough technical documentation throughout every phase of the project. - Develop technical process documentation, identifying necessary changes to existing workflows and planning and developing new ones. - Build end-user training materials and support the internal team onboarding to the platform. - Apply change management best practices to support adoption across our team. - Provide ongoing support for daily users, administrators, and leadership to ensure usability and stability. - Serve as a strategic thought partner by asking the right questions to help our team brainstorm, align on strategies, and make confident decisions before development moves forward. Qualifications - Demonstrated Salesforce implementation experience in B2B2C, telephony-based service environments is preferred (e.g. telehealth, EAP, benefits navigation, financial wellness, or similar industries strongly preferred). - Hands-on experience with Service Cloud, Agentforce, Salesforce Scheduler, omnichannel configuration, surveys, reporting, and case management workflows. - Proven experience developing, stabilizing, and troubleshooting Service Cloud Voice/AWS telephony environments. - Proficiency with Tableau for client-facing reporting and utilization dashboards. - Experience configuring Salesforce chatbot and webforms. - Familiarity with third-party Salesforce apps for surveys and external web forms. - Experience integrating Salesforce with AWS telephony systems and external platforms via APIs or middleware. - Strong data migration and data hygiene experience. - Familiarity with HIPAA-adjacent or sensitive data environments and privacy-conscious implementation and compliance practices. - Excellent project management skills with a transparent, organized approach to tracking progress, communicating status, and managing scope. - Exceptional technical documentation skills. - A natural ability to ask the right questions, facilitate alignment, and help teams think through strategy before committing to development. - Strong communication skills across both technical and non-technical stakeholders. - Salesforce certifications a plus; proven delivery track record required. - Experience with building training documentation as well as offering continual training support for our team. Requirements - A Bachelor’s degree in Computer Science, Information Technology, or a related field is required. - 10+ years of work experience in IT, with 5+ years in a senior architecture role, IT leadership, or management. - Strong experience in data modeling, data warehousing, data lakes, ETL/ELT processes, and data governance frameworks. - Proficiency in designing enterprise-wide systems, cloud architecture, microservices, containerization, and API design. - Expert-level knowledge of SQL and programming languages. Preferred Qualifications - Master’s degree (MS or MBA) in Information Systems or Data Science preferred. - Certifications: TOGAF 9, (Enterprise Architecture), AWS Certified Solutions Architect - Professional, Google Cloud Professional Cloud Architect, or CISSP (Security). What Makes This Role Different This is a hands-on partnership. You'll work directly with our leadership and operations teams, and your work will directly shape the experience our team delivers to employees and the data our clients rely on. We move quickly, communicate openly, and value people who do the same.

• Configure and deliver Salesforce solutions aligned to documented user stories and approved designs • Set up and enhance objects, fields, page layouts, record types, and security models • Build and manage flows, validation rules, assignment rules, and declarative automation • Develop reports and dashboards aligned to business needs • Assist with minor development tasks (Apex triggers/classes, Lightning Web Components) under senior guidance • Support UAT cycles, defect resolution, and configuration updates • Contribute to technical documentation, configuration notes, and release artifacts • Ensure all work follows Salesforce best practices and internal governance standards