Salesforce Service Cloud and Field Service Lightning Solution Architect

Otis - Farmington, CT

Full-time - Senior

Farmington, CT

10,001+ employees

Machinery Manufacturing

About the position

The Salesforce Service Cloud and Field Service Lightning Solution Architect at Otis is responsible for leveraging Salesforce capabilities to design and implement solutions that meet business needs while minimizing customizations. This role involves collaborating with business product owners and Salesforce SMEs to ensure the Salesforce platform aligns with organizational goals, leading deployments globally, and continuously optimizing the system for efficiency and effectiveness.

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.

Requirements

• Bachelor's degree in Computer Science, Technology and Information Systems, or other relevant degree.
• Salesforce Lightning BA certification required.
• 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.

Nice-to-haves

• Multi-lingual (English, French, German, Italian, Spanish) is a plus.

Benefits

• Opportunities for training and resources that build leadership and capabilities in Sales, Field, Engineering, and Major Projects.
• Employee Scholar Program that sponsors colleagues to pursue degrees or certification programs.