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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

 The ‘AI for Field Service’ Team consists of experts who hold a deep understanding of Mobile Workforce Management, digital transformation and automation processes. The Solution Architect is a key player in the team’s back office and customer-interfacing activities. The Solution Architect’s main role is to review and analyze the outcome of real life scenarios, translate it into actionable business insights, clearly communicate these to customers, and finally identify areas for improvement using various AI capabilities. Towards this aim, the Architect  leverages 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 implementation teams to conceptualize, design and effectively implement AI solutions for field service scenarios

Act as a liaison between business stakeholders and technical teams, translating business requirements into technical specifications

Define customers’ KPIs (Key Performance Indicators) collaborating with operational managers while leading business workshops

Design and execute simulation experiments and find best fitting optimization techniques to comply with customers’ defined KPIs

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

Analyze customers’ data using dedicated tools to identify and address operational bottlenecks, and lead dedicated workshops to discuss findings and recommendations

Support communications to all key stakeholders regarding milestone dates and/or project risk & issue resolution

Support user acceptance testing and manage end to end issue resolution cycle

Lead mission critical  innovation, enhancing the practice’s expertise through the development of knowledge base and methodologies

Minimal Required Skills & Experience

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

Certification in Salesforce Admin, and Service Cloud

Experience in designing and implementing Salesforce solutions using Flows

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

3 or more years of experience in business analysis roles such as requirements and processes analysis.

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

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

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

Experience in the Field service industry will be regarded a significant advantage

Experience with Generative AI based tools 

Certification in Salesforce Field Service and AI

Familiarity with the service industry, scheduling, or logistics

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

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For California-based roles, the base salary hiring range for this position is $128,300 to $176,500.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.