Salesforce Solution Architect – Salesforce Field Service

Job Description

Sr Lead Solution Architect | Lumen Technologies

The Tone:
This is a full-time role at Lumen Technologies, located remotely within the United States. Lumen provides a trusted network for the AI-powered world, connecting people, data, and applications through its expansive fiber network and connected ecosystem. This role is crucial for owning the end-to-end solution architecture for Salesforce Field Service, simplifying field operations, and improving technician productivity. The work directly enables Lumen’s long-term digital transformation goals in a high accountability environment.

The TL;DR
• Role: Full Time
• Location: Remote, USA Remote
• Pay: $132232–$193940 yearly
• Mission: Owns the end-to-end solution architecture for Salesforce Field Service, Service Cloud, mobile field operations, and emerging AI capabilities to simplify field operations and drive digital transformation.
• Tech Stack: Salesforce Field Service (FSL/SFS), Service Cloud, MuleSoft, APIs (REST/SOAP), platform events, Kafka, Apex, Lightning Web Components, Flow, Einstein, Prompt Builder, Data Cloud/Data 360, custom metadata, GCP, Databricks, event-driven architecture

What You’ll Actually Do
• Own: Own Salesforce solution architecture across Salesforce Field Service, Service Cloud, Field Service Mobile, dispatcher experiences, enterprise integrations, reporting data flows, automation, and AI-enabled field service capabilities.
• Define: Define target-state architecture, reference patterns, solution roadmaps, and phased delivery approaches that support field simplification, legacy platform modernization, and long-term platform scalability.
• Lead: Lead discovery and solution design workshops with Product, Field Operations, Dispatch, Architecture, Security, Engineering, Data, and vendor partners to align business outcomes, KPIs, user journeys, and technical design decisions.
• Translate: Translate complex field operations needs into durable Salesforce designs for Work Orders, Service Appointments, Service Resources, Service Territories, Work Types, Skills, Scheduling Policies, Dispatcher Console, Field Service Mobile, appointment lifecycle, job status lifecycle, and offline/mobile-first workflows.
• Architect: Architect scalable integration patterns between Salesforce and enterprise platforms using MuleSoft, APIs, platform events, Kafka/event-driven patterns, secure data exchange, and resilient synchronization strategies.

The Must-Haves
• Background: Senior level. 10+ years of experience delivering enterprise technology solutions, including 6+ years of Salesforce experience and 3+ years in a Solution Architect, Technical Architect, or senior architecture leadership role.
• Experience: Deep hands-on understanding of Salesforce Field Service and Service Cloud, including work management, scheduling, dispatch, and technician mobility. Proven ability to define end-to-end Salesforce solution architecture for complex, integration-heavy, enterprise-scale programs with multiple stakeholder groups and phased delivery milestones.
• Skills: Strong understanding of Salesforce platform capabilities, limits, data model design, security model, sharing, permissioning, automation (Flow, Apex, Lightning Web Components), platform events, custom metadata, and release management practices. Experience designing mobile-first and offline-capable Salesforce Field Service experiences. Experience architecting integrations using REST/SOAP APIs, MuleSoft or equivalent middleware, event-driven architecture, Kafka/platform events, secure data exchange, retry/error handling, and operational monitoring patterns. Working knowledge of data architecture, reporting pipelines, operational analytics, data migration, master data alignment, and downstream reporting considerations such as GCP, Databricks, or equivalent platforms. Practical understanding of Salesforce AI capabilities such as Agentforce, Einstein, Prompt Builder, Data Cloud/Data 360, knowledge retrieval, and AI-enabled service workflows.
• Bonus: Salesforce certifications such as Salesforce Certified Application Architect, System Architect, Field Service Consultant, Service Cloud Consultant, Platform Developer I/II, Integration Architect, Data Architect, or Agentforce Specialist. Experience in telecommunications, large-scale field operations, dispatch optimization, technician mobility, appointment management, customer notifications, or legacy field operations modernization. Experience leading Salesforce Field Service transformation programs involving legacy system decommissioning, phased coexistence, integration modernization, data migration, reporting modernization, and operational change management.