Salesforce Product Manager / Business Analyst
Employment Information
Job Description
Product Manager or Business Analyst at CI&T, enhancing Salesforce platform capabilities across call center and consumer direct operations. Serving as a bridge between business and technical teams for effective solutions.
Responsibilities:
- Lead requirements gathering, analysis, and documentation for Salesforce FSC enhancements and new implementations across call center and consumer direct business lines
- Partner with business stakeholders to identify pain points, process inefficiencies, and opportunities for FSC optimization
- Design and document business processes, user stories, and functional specifications for Salesforce development teams
- Manage the product roadmap and backlog for Salesforce FSC initiatives, prioritizing features based on business value and impact
- Leverage FSC-specific features, including relationship mapping, financial accounts, and action plans to meet business objectives
- Conduct user acceptance testing (UAT) and ensure solutions meet business requirements before deployment
- Provide ongoing support and guidance to end users, serving as a Salesforce FSC subject matter expert
- Create training materials and conduct user training sessions for new features and functionality
- Monitor system performance and user adoption metrics, recommending continuous improvements
- Collaborate with IT teams on integrations between Salesforce FSC and other enterprise systems (Byte, Aspen Grove, LoanServ, CMG Docs, Client Services (Data), API/Middleware)
Requirements:
- 5+ years of experience as a Business Analyst or Product Manager working with Salesforce implementations
- Strong understanding of Salesforce Financial Services Cloud, particularly for call center and customer service operations
- Proven ability to gather requirements from diverse stakeholders and translate them into technical specifications
- Experience with Salesforce configuration, including workflows, process builder, validation rules, and custom objects
- Excellent analytical, problem-solving, and critical thinking skills
- Strong communication skills (in English) with the ability to explain technical concepts to non-technical audiences
- Experience with Agile/Scrum methodologies
- Call center experience in the mortgage servicing industry (Preferred)
- Knowledge of consumer direct operations and related business processes (Preferred)
- Familiarity with mortgage servicing workflows, compliance requirements, and industry regulations (RESPA, TILA, CFPB guidelines) (Preferred)
- Experience with Salesforce AI capabilities, including Agentforce, Einstein, or prompt building for generative AI (Preferred)
- Understanding of AI/ML concepts and how to apply them to customer service and business processes (Preferred)
- Experience evaluating AI outputs for accuracy, bias, and compliance considerations (Preferred)
Benefits:
- Health and dental insurance
- Meal and food allowance
- Childcare assistance
- Extended paternity leave
- Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass;
- Profit Sharing and Results Participation (PLR);
- Life insurance
- Continuous learning platform (CI&T University);
- Discount club
- Free online platform dedicated to physical, mental, and overall well-being
- Pregnancy and responsible parenting course
- Partnerships with online learning platforms
- Language learning platform
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