Field Service AI Technical Architect

Job Category

Customer Success

About Salesforce

Field Service AI Technical Architect / Senior Technical Architect

Position Description

The "AI for Field Service" team is comprised of architects with deep knowledge of Mobile Workforce Management, digital transformation, and process automation. The Technical Architect is a key piece in both internal team activities and client-facing work at a global level. This role involves leading customer discovery, designing and implementing scalable solutions for complex use cases in order to achieve business goals. To do so, the Architect leverages technical expertise, AI, and automation and optimization strategies to drive innovation and continuous improvement in field service delivery.

Key Responsibilities

• Collaborate with customers and implementers to conceptualize, design, and implement AI solutions for field service scenarios.
• Develop and implement technical requirements, working closely with the customer.
• Define customer KPIs, collaborating with operations managers and leading business workshops.
• Design and run simulation experiments, identifying the optimization techniques best suited to the KPIs defined by the customer.
• Use advanced mathematical and AI-based analysis to review and evaluate scheduling outputs, ensuring alignment with business objectives.
• Analyze customer data using AI and dedicated tools to identify operational bottlenecks, leading workshops to discuss findings and recommendations.
• Lead technical programs for the design and implementation of complex Field Service use cases that meet customer business objectives.
• Drive innovation by developing tools and methodologies that strengthen the practice.
• Stay current on the latest product capability advancements, working closely with the product team toward co-innovation.

Minimum Requirements

• Bachelor's degree in a relevant field (Industrial Engineering, Statistics, Computer Science, Mathematics, Economics, etc.).
• Extensive experience in the Field Service domain.
• Nice to have:Certification in Salesforce Field Service, Salesforce Admin, Service Cloud, Platform Dev 1, and AI.Experience designing and customizing Salesforce solutions using APEX and Flows.Experience with Generative AI-based tools.Familiarity with the services, scheduling, or logistics industry.
• 3+ years of experience in client-facing and leadership roles within global organizations.
• 3+ years of experience in analytical and problem-solving roles, with an emphasis on the ability to extract insights from data.
• Experience using data analysis tools.
• Excellent verbal and written communication skills and active listening, with the ability to present complex ideas clearly and concisely to both technical and non-technical audiences.
• Excellent multitasking skills and ability to adapt quickly in a dynamic environment with shifting priorities.
• Willingness to travel as required by the role (estimated 20–30%).