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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.

Field Service AI Solution Architect

Location: UK; London office flex

Position Description

The ‘AI for Field Service’ Team consists of Architects 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 uses 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 customer and technical teams, translating business requirements into technical specifications
• Define customer’s Key Performance Indicators, collaborating with operational managers while leading business workshops
• Design and conduct simulation experiments and find best fitting optimization techniques to align with customers’ defined Key Performance Indicators
• Use 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       
• Facilitate clear communication with relevant teams regarding project risks and issue resolution
• Support user acceptance testing and handle end to end issue resolution cycle
• Drive innovation by advancing the practice's expertise through the creation of knowledge bases 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
• Ability to travel, as the job requires (estimated at 20-30%)

About Salesforce

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being named one of the FORTUNE "100 Best Companies to Work For®" for 12 years in a row.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

Benefits & perks

• Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!
• Extraordinary enablement and on-demand training with Trailhead.com
• Exposure to executive thought leaders and regular 1:1 coaching with leadership
• Volunteer opportunities and participation in our 1:1:1 model for giving back to the community

For more details, visit https://www.salesforcebenefits.com/

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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 Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce welcomes all.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

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.