What are the responsibilities and job description for the US E - GPS Consulting Services - L45 Senior - Customer / HST - Core - 756312 - KR position at Deloitte US?
Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.
Recruiting for this role ends on 11/02/26.
Work you'll do
As a Paid Family and Medical Leave SME, you will be responsible for:
Business, policy, and technology expertise across Paid Family and Medical Leave (PFML), Unemployment Insurance (UI), and Salesforce-based case management solutions. The SME will translate program requirements, legislation, operational policies, and stakeholder needs into effective system functionality, workflows, integrations, and user experiences. The role will support the full delivery lifecycle, including requirements development, solution design, configuration, testing, implementation, production support, and continuous improvement.
Key Responsibilities:
- Serve as the primary subject matter expert for PFML program operations, eligibility, claims, benefits, leave types, wage and employment data, documentation, appeals, overpayments, and case resolution.
- Apply knowledge of UI programs and related workforce systems to identify shared processes, data requirements, integration opportunities, and operational dependencies.
- Analyze PFML and UI statutes, regulations, policies, procedures, and policy changes and translate them into business rules and system requirements.
- Define claimant, employer, provider, agency, and caseworker journeys across intake, adjudication, correspondence, payment, reconsideration, and appeal processes.
- Lead requirements workshops and develop process flows, user stories, acceptance criteria, decision tables, use cases, and requirements traceability.
- Advise on Salesforce solution design, including objects, data relationships, case management, workflows, queues, business rules, Omni-Channel routing, notifications, reporting, and security.
- Support configuration and enhancement of Salesforce Service Cloud, Experience Cloud, or related Salesforce capabilities.
- Evaluate impacts of Salesforce releases, package updates, integrations, and platform changes on PFML operations.
- Design and validate integrations with identity, wage, payment, document management, correspondence, UI, employer, provider, and other state systems.
- Ensure case management workflows appropriately support automation, manual review, escalations, exceptions, service levels, and auditability.
- Define data quality, validation, reconciliation, retention, privacy, and reporting requirements for sensitive claimant, wage, financial, and medical information.
- Support test planning and execution, including functional, integration, regression, end-to-end, user acceptance, accessibility, performance, and production validation testing.
- Validate benefit calculations, eligibility determinations, leave periods, notices, payment outcomes, and case status transitions.
- Participate in defect triage, root-cause analysis, production issue resolution, and corrective-action planning.
- Support release planning, go-live readiness, deployment validation, rollback planning, and post-implementation reviews.
- Develop training materials, job aids, standard operating procedures, knowledge articles, and stakeholder communications.
The team
Deloitte’s Government and Public Services (GPS) practice is designed for impact. Serving federal, state, and local government clients, as well as public higher education institutions, the team brings experience in strategy, technology, and operations to help clients address complex mission challenges. Within this environment, GPS HST Technology professionals support programs that improve service delivery, operational effectiveness, and constituent outcomes.
Qualifications
Required:
- 2 years of experience working on a Paid Family Medical Leave program
- 2 years of experience using Salesforce
- 5 years of experience designing complex benefits systems
- 5 years of experience in client facing consulting roles
- Experience working with remote delivery teams
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve.
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Preferred:
- Government consulting experience
- Excellent written and verbal communication skills
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $119,000 to $198,400.
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com.
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Salary : $119,000 - $198,400