Field Service AI Senior Solution Architect

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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 customers and technical teams, translating business requirements into technical specifications

• Define customers' important metrics (Key Performance Indicators) collaborating with operational managers while leading business workshops

• Design and implement simulation experiments and find best fitting optimization techniques to stay in sync with customers' defined important metrics

• Apply 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 customers regarding milestone dates and/or project risk & issue resolution

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

• Lead critically important innovation, enhancing the practice's expertise through the development of knowledge base and methodologies

Minimal Required Skills & Experience

• Bachelor's degree or equivalent experience 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%)

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