Salesforce Service Cloud and Field Service Lightning Solution Architect

Salesforce Service Cloud and Field Service Lightning Solution Architect

We are seeking a skilled Salesforce Service Cloud and Field Service Lightning Solution Architect to join our team. The ideal candidate will have experience working in a business-facing role, leveraging out-of-the-box Salesforce capabilities to meet business needs while minimizing system customizations. You will focus on understanding Otis business needs and designing solutions using Salesforce technology to meet those needs. This role will be a key partner with business product owners and Salesforce solution SMEs to design simple, scalable solutions and lead deployments globally.

You will work closely with business product owners to gather requirements, design custom solutions, and ensure that the Salesforce platform meets the organization's goals and objectives.

• Collaborate with business product owners to leverage out-of-the-box Salesforce Service Cloud and Field Service Lightning capabilities.
• Achieve measurable reductions in call center talk time and improve the efficiency of assigning work to field staff.
• Lead the deployment of Salesforce Field Service Lightning to multiple countries, ensuring smooth, on-time rollouts with improvement to business operations.
• Protect the product and implement standard business processes and practices across all locations with minimal local requirements.
• Partner with business product owners and Salesforce solution SMEs to design simple, scalable solutions that meet business needs and support evolving operational requirements.
• Maintain adherence to a goal of less than 20% system customization, maximizing out-of-the-box Salesforce functionality.
• Continuously assess and optimize the Salesforce platform, providing ongoing support for enhancements, training, and system improvements.

• Bachelor’s in Computer Science, IT, or related field.
• Agile/Scrum certifications (preferred).
• Salesforce Solution Architect experience (Service Cloud & Field Service).
• Expertise in scalable, business-aligned solution design.
• Strong stakeholder management and communication skills.
• Business-facing experience with Service Cloud & Field Service.
• Experience with Agile tools (Azure Dev Ops preferred).
• Solid understanding of Agile methodology.
• Salesforce Service Cloud Solution Architect certification (preferred).
• Salesforce Field Service Solution Architect certification (preferred).
• Product management experience (backlog prioritization).
• Up to 20% travel required.
• Availability to work EST hours.

Given the nature of the position, applicants must have authorization to work in the U.S. now and in the future without sponsorship.

• 401(k) plan with company match and automatic retirement contribution.
• Comprehensive medical, prescription drug, dental, and vision coverage.
• Three weeks of paid vacation, plus paid company holidays.
• Paid sick leave, employee assistance, and wellness incentive programs.
• Life insurance and disability coverage.
• Voluntary benefits (legal, pet, home, auto insurance options).
• Generous birth/adoption and parental leave benefits, plus adoption assistance.
• Tuition reimbursement program.
• Recognition: service anniversaries and spot performance bonuses.

The salary range for this role is $138,000 - $165,000. We may ultimately pay more or less than the posted range, and the range may change in the future. Pay within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs.

Otis is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other protected class according to applicable law.

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