Role Summary

We are seeking an experienced Technical Architect specializing in Salesforce Field Service (SFS) to lead the design, delivery, and continuous evolution of field service solutions for our managed services clients. This role blends deep technical architecture expertise with solid client-facing and stakeholder management skills. The ideal candidate will act as the trusted technical advisor for a portfolio of clients — translating business requirements into scalable, well-governed Salesforce solutions while overseeing ongoing support, enhancements, and platform health within a managed services model.

This is a senior, solution-focused role for someone who is equally comfortable designing complex technical architectures, leading solution workshops, mentoring delivery teams, and managing executive-level client relationships.

Key Responsibilities

1. Solution Architecture & Technical Design

- Architect end-to-end Salesforce Field Service solutions, including Service Cloud, Field Service Lightning (FSL), scheduling optimization, mobile workforce enablement, and integrations with ERP, IoT, asset management, and inventory systems.
- Design scalable data models, sharing/security architecture, and integration patterns (REST/SOAP APIs, MuleSoft, middleware) that align with enterprise architecture standards.
- Own the technical solution blueprint from discovery through go-live, ensuring designs are scalable, maintainable, and aligned with Salesforce best practices and the Well-Architected framework.
- Conduct architecture reviews, technical health checks, and org optimization assessments for existing managed services clients.
- Evaluate and recommend appropriate Salesforce products/features (Field Service, Omni-Studio, Experience Cloud, Einstein/Agentforce, CTI) to meet evolving business needs.
- Define and enforce coding standards, DevOps/release management practices, and technical governance across the managed services portfolio.

2. Managed Services Delivery

- Serve as the lead technical authority for a portfolio of managed services accounts, ensuring platform stability, performance, and continuous improvement.
- Oversee triage, root-cause analysis, and resolution of complex technical issues escalated from support teams.
- Drive proactive roadmap planning, release management, and quarterly enhancement planning with clients.
- Manage technical debt, org complexity, and platform scalability over the lifecycle of the managed services engagement.
- Partner with project/delivery managers to scope change requests, estimate effort, and manage sprint/release backlogs.
- Ensure adherence to SLAs, quality standards,



and managed services governance frameworks.

3. Stakeholder & Client Management

- Act as the primary technical point of contact and trusted advisor for client stakeholders, from business users to C-suite/IT leadership.
- Lead solution design workshops, technical discovery sessions, and architecture review boards with client teams.
- Translate complex technical concepts into clear, business-relevant language for non-technical stakeholders.
- Manage client expectations around scope, feasibility, timelines, and technical trade-offs.
- Build long-term, consultative relationships that support account growth, renewals, and expansion of managed services scope.
- Present technical roadmaps, health assessments, and strategic recommendations in client governance meetings (QBRs, steering committees).

4. Team Leadership & Enablement

- Provide technical leadership and mentorship to developers, consultants, and administrators within the delivery team.
- Review solution designs, code, and configurations produced by the team to ensure quality and adherence to standards.
- Support pre-sales activities, including solution scoping, effort estimation, and technical proposal development (SOWs, RFP responses).
- Contribute to internal capability building, reusable assets, accelerators, and best-practice documentation for Field Service engagements.

Required Qualifications

- Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent practical experience.
- 7+ years of Salesforce implementation experience, with at least 3–4 years focused specifically on Salesforce Field Service (FSL).
- Proven experience working in a managed services / support-and-enhancement delivery model (not just greenfield implementations).
- Demonstrated experience as a Technical or Solution Architect, owning end-to-end solution design and delivery oversight.
- Strong hands-on knowledge of:
- Field Service core objects (Work Orders, Service Appointments, Resources, Skills, Scheduling Policies, Service Territories)
- Scheduling & Optimization (complex scheduling policies, Optimization, Dispatcher Console)
- Salesforce Field Service mobile app configuration and customization
- Service Cloud (Omni-Channel, Case Management, Entitlements/SLAs)
- Apex,



Lightning Web Components (LWC), Flow, and declarative automation
- Integration technologies (REST/SOAP, MuleSoft, Platform Events, middleware tools)
- Data modeling, security architecture, and sharing rules at enterprise scale
- Experience managing multiple concurrent client engagements or accounts.
- Excellent stakeholder management, communication, and executive presentation skills.
- Experience with Agile/Scrum delivery methodologies and DevOps/release management tools (Copado, Gearset, Flosum, or similar).

Preferred Qualifications

- Salesforce certifications: Field Service Consultant, Application Architect or System Architect, Sharing and Visibility Architect, Integration Architect, Platform Developer II.
- Experience with adjacent technologies: MuleSoft, Tableau/CRM Analytics, IoT integrations, asset/inventory management systems.
- Prior consulting or systems integrator (SI) background.
- Experience in industries with heavy field operations (utilities, telecommunications, manufacturing, healthcare equipment, energy).
- Familiarity with Salesforce Well-Architected principles and Success Cadence / Signature Success programs.
- Experience contributing to pre-sales, SOW development, or proposal writing.

Key Competencies

Competency

Description

Solution Architecture

Ability to design scalable, secure, maintainable Salesforce solutions aligned to business outcomes.

Client Advisory

Comfortable operating as a trusted advisor across business and technical stakeholders, including senior leadership.

Technical Leadership

Guides and mentors delivery teams, sets technical direction, and ensures quality standards.

Problem Solving

Diagnoses complex, ambiguous technical issues and drives them to resolution under managed services SLAs.

Communication

Translates technical complexity into business value; strong written and verbal communication.

Commercial Awareness

Understands managed services commercial models, scope management, and account growth opportunities.

What Success Looks Like in This Role

- Client platforms are stable, scalable, and continuously improved under the managed services engagement.
- Clients view the Technical Architect as a strategic, trusted advisor — not just a support resource.
- Solutions delivered are well-architected, reusable, and reduce long-term technical debt.
- Delivery teams are enabled and mentored to deliver high-quality work independently.
- Managed services accounts grow in scope and value over time due to proactive technical guidance.

Pay: ₹908,679.76 - ₹2,451,732.38 per year

Work Location: In person

📌 Technical Architect - Sales Force Field Service (Bengaluru)
🏢 CN Global IT services
📍 Bengaluru