The Role

As the Salesforce Solution Architect, you will own the end-to-end solution architecture for Salesforce Field Service, Service Cloud, mobile field operations, integrations, data, automation, and emerging AI/Agentforce capabilities. This role partners across Product, Field Operations, Architecture, Security, Engineering, and vendor teams to translate business outcomes into scalable, secure, supportable, and future-ready platform solutions that simplify field operations, improve technician productivity, and enable Lumen's long-term digital transformation goals.

Only U.S. citizens or Permanent Residents/Green Card holders will be considered for this position.

Salesforce Field Service (FSL/SFS) experience is highly preferred

Location

This role is designated as a fully remote position within the United States.

The Main Responsibilities

• 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 target-state architecture, reference patterns, solution roadmaps, and phased delivery approaches that support field simplification, legacy platform modernization, and long-term platform scalability.
• 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 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 scalable integration patterns between Salesforce and enterprise platforms using MuleSoft, APIs, platform events, Kafka/event-driven patterns, secure data exchange, and resilient synchronization strategies.
• Guide platform-first solutioning by evaluating out-of-the-box Salesforce capabilities before recommending configuration, automation, or custom development, ensuring solutions are maintainable, governed, and aligned with Salesforce best practices.
• Design future-ready AI and automation capabilities, including Agentforce-powered technician assistance, work order summaries, guided troubleshooting, knowledge retrieval, next-best-action workflows, anomaly detection, and predictive operational insights.
• Establish responsible AI design patterns, including grounding strategy, prompt and instruction design, guardrails, permission scope, privacy, auditability, monitoring, and alignment with enterprise AI governance.
• Create architecture artifacts, solution blueprints, data and integration diagrams, decision records, non-functional requirements, security considerations, deployment patterns, and support transition materials.
• Partner with Technical Architects and Lead Engineers to validate detailed designs, review implementation approach, manage technical debt, ensure platform limits are respected, and support high-quality delivery across Agile teams.
• Drive architecture governance for scalability, performance, reliability, security, data quality, observability, supportability, CI/CD, release readiness, and operational resilience.
• Assess impacts across legacy applications, upstream/downstream systems, reporting platforms, technician mobile workflows, customer notifications, and field operations processes to reduce risk during phased modernization.
• Influence stakeholders through clear executive-ready communication of options, tradeoffs, risks, dependencies, assumptions, and recommended paths forward.
• Mentor architects, engineers, analysts, and delivery partners on Salesforce architecture, Field Service best practices, platform governance, and future-ready solution design.

What We Look For in a Candidate

Required Qualifications:

• 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.
• Deep hands-on understanding of Salesforce Field Service and Service Cloud, including work management, scheduling, dispatch, technician mobility, service resources, territories, skills, work types, appointment lifecycle, and job status lifecycle.
• 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.
• 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 for field technicians, dispatchers, supervisors, and back-office users.
• Experience architecting integrations using REST/SOAP APIs, MuleSoft or equivalent middleware, event-driven architecture, Kafka/platform events, secure file/data exchange, retry/error handling, and operational monitoring patterns.
• Ability to evaluate business requirements against Salesforce out-of-the-box capabilities and recommend configuration-first, scalable, supportable solutions before pursuing custom development.
• 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.

Preferred Qualifications:

• 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 are strongly preferred.
• 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.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges

$132,232 - $176,310 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
$138,844 - $185,124 in these states: CO HI MI MN NC NH NV OR RI
$145,456 - $193,940 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. Learn more about Lumen's:Benefits
Bonus Structure

#LI-Remote

Requisition #: 343183