Field Service AI Technical Architect

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Position Description

The ‘AI for Field Service’ Team consists of Architects who hold a deep understanding of Mobile Workforce Management, digital transformation and automation processes. The Technical Architect is a key player in the team’s back office and customer facing activities across the globe. This role involves leading customer facing discovery, crafting and implementing scalable solutions for complex use cases, to successfully meet business outcomes. Towards that aim, the Architect uses technical know-how, AI, automation and optimization strategies to drive innovation and continuous improvement in the field service delivery.

Main Responsibilities

• Collaborate with and guide the customer and implementers to conceptualize, design and effectively implement AI solutions for field service scenarios

• Develop and implement technical requirements by working closely with customer

• Define customer’s Key Performance Indicators, collaborating with operational managers while leading business workshops

• Design and conduct simulation experiments and find best fitting optimization techniques to align with customers’ defined Key Performance Indicators

• Use advanced mathematical and AI-based analysis to review and assess scheduling results, ensuring alignment with business goals

• Analyze customers’ data using AI and dedicated tools to pinpoint operational bottlenecks, and lead dedicated workshops to discuss findings and recommendations

• Lead technical programs for crafting and implementing complex Field Service use cases to meet customer business objectives

• Drive innovation by advancing the practice's expertise through the development of tools and methodologies

• Keep up to date on the latest advancements of product capabilities, while working in close collaboration with the Product team, towards co-innovation.

Minimal Required Skills & Experience

• Bachelor's degree relevant to the role such as Industrial Engineering, Statistics, Computer Science, Mathematics, Economics, etc.

• Extensive Experience in the Field Service Domain

• Following skills/experience will be considered as an added advantage:

  • Certification in Salesforce Field Service, Salesforce Admin, Service Cloud, Platform Dev 1 and AI

  • Experience in crafting and customizing Salesforce solutions using APEX and Flows

  • Experience with Generative AI based tools

  • Familiarity with the service industry, scheduling, or logistics

• 3 or more years of experience in customer facing, leading roles in global organizations

• 3 or more years of experience in problem-solving, analytical roles, that put emphasis on the ability to extract meaning from data.

• Experience in using data analysis tools

• Excellent verbal and written communication as well as receptive listening skills, with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences.

• Excellent multi-tasking skills and the ability to adapt quickly in a dynamic environment with changing priorities

• Ability to travel, as the job requires (estimated at 20-30%)

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.