Salesforce Product Manager / Business Analyst

2 days ago

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CI&T

WebsiteLinkedInAll Job Openings

Artificial Intelligence • Cloud Services • SaaS

CI&T is a global tech transformation specialist focusing on helping organizations navigate their technology journey. With services spanning from application modernization and cloud solutions to AI-driven data analytics and customer experience, CI&T empowers businesses to accelerate their growth and maximize operational efficiency. The company emphasizes digital product design, strategy consulting, and immersive experiences, ensuring a robust support system for enterprises in various industries.

5001 - 10000 employees

Founded 1995

🤖 Artificial Intelligence

☁️ SaaS

💰 $5.5M Venture Round on 2014-04

📋 Description

• 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