Salesforce Service Cloud and Field Service Lightning Solution Architect

Date Posted:

2024-11-13

Country:

United States of America

Location:

OT999: 1CP - Farmington, CT One Carrier Place, Farmington, CT, 06032 USA

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 roll 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.

 

Responsibilities:

• 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.

Education / Certifications:

• The successful candidate must have a BS in Computer Science, Technology and Information Systems, or other relevant degree. 
• Salesforce Lightening BA certification required
• Scrum/agile certifications preferred

 

Key Skills and Experience:

• Proven solution architect experience with Salesforce Service Cloud and Salesforce Field Service Lightning.
• Expertise in designing scalable, business-aligned solutions that reduce complexity and drive operational efficiency.
• Strong interpersonal and listening skills, with the ability to navigate multiple perspectives and propose solutions that balance business needs with technical constraints.
• Experience in a business-facing role working with both Salesforce Service Cloud and Field Service Lightning
• Experience working in agile tools, with Azure Dev Ops preferred
• Knowledge of agile methodology
• Salesforce Service Cloud Solution Architect certification preferred
• Salesforce Field Service Lightning Solution Architect certification preferred
• Multi-lingual is a plus (English, French, German, Italian, Spanish)

 

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy