Service & Field Service Architect - Principal

Role Overview

Salesforce Service and Field Service Architect


Gerent is looking for a Senior Consultant or Principal consultant  who will drive our expertise in Service solutions for the MAE-RCG vertical with a shared vision of bringing the power of cloud computing to enterprises embracing an industries led and industries delivered mindset. The role reports into the Technical Solution Team


What is the role? 


The Salesforce Serviced and Field Service Solution Architect (SA) is tasked with being a technical expert in existing innovations on Service products including Service Cloud for Manufacturing, Service Voice, Amazon Connect, Digital Engagement and Field Service Lightning (SFS) and architecting against business POVs from Industry SMEs. In addition, the SA will be working as a key member of our project team to ensure smooth and efficient implementation and integration between technical and functional system requirements, providing consultative advice to customers regarding industry best practices and process methodologies, as well as creating a solution that best meets our client’s needs.

Responsibilities: 

  • As a key contributor on a project team, guide customers through the implementation of Salesforce solutions using Gerent’s methodology

  • Engage customer stakeholders to understand desired business outcomes and define success criteria

  • Articulate to customer stakeholders the value of recommended solutions and approach

  • Lead Customer-facing Discovery and requirements refinement sessions to uncover customers’ business, functional, and technological requirements where needed

  • Perform fit-gap analysis between Salesforce functionality and client requirements

  • Document or review business requirements and develop solutions to meet the business requirements

  • Detail solution with relevant design assets for strategic and standard implementation projects

  • Manage the delivery and testing of the functionality by Development resources

  • Iterate on solutions through a Build/Test/Review cycle with customer Product Owner

  • Develop knowledge sharing materials and deliver knowledge sharing to the solution’s end users

  • Work with a Project Manager to manage a project to scope, budget, and timeline expectations

  • Review and contribute to pre sales estimates where needed

  • Keep abreast of new products or enhancements to existing products and share amongst consulting teams to drive best practices

  • Participate in Architecture COE and Architecture Review Boards

Qualifications:

  • BA/BS degree in Business, Computer Science or Engineering – or equivalent work experience; MBA preferred

  • 5-7 years’ experience consulting within the Salesforce ecosystem

  • Strong experience with business process definition, best practices, and reengineering

  • Documented proficiency in writing user stories to capture Salesforce requirements

  • Knowledgeable with data migrations from third-party systems to Salesforce

  • Experience building Salesforce integrations with 3rd party applications

  • Solid understanding of the key levers for B2B, B2C, hybrid business models

  • Understanding of key concepts of user-centered design and design thinking

  • Desire to continue to grow their knowledge inside the Salesforce ecosystem

  • Great teamwork and collaboration skills

  • Required Certifications: Admin, Sales Cloud Consultant, Service Cloud Consultant, SFS Consultant, AWS Practitioner

  • Preferred Certifications: Experience Cloud Consultant; Service Voice, Manufacturing Cloud AP 

  • FSL Consultant, Service Cloud, at least 5 E2E Implementations in SA role

  • Experience with setting up FSL data model (Work Orders, Service Appointments, Service Resources, Territories, etc)

  • Ability to configure Service Rules and Objectives in support of Field Service business processes

  • Experience installing FSL managed package and guided setup configuration

Soft skills:

  • People leadership — Must have demonstrated leadership skills in developing and growing long term, high value client relationships

  • Teamwork — Ability to effectively team with peers in a large, matrixed organizations, including significant experience with off-shore teams and delivery

  • Client focus — Must apply a client-centric mindset and ensure that all projects keep clients’ stated needs and goals top of mind.  

  • Accountability — Must be willing to take ownership of and responsibility for clients success

  • Communication and presentation skills — Must present complex information to both technical and non-technical audiences. 

  • Innovation, creativity, and problem-solving —  Should be willing to think outside the box when confronting project challenges, building out practice assets and defining methods to train delivery resources. 

  • Strategy - Must be able to lay out a strategy or roadmap for clients onboarding or amidst a digital transformation anchored in Financial Services use cases


Leadership Qualities:

  • Must have a strong commitment to living in service to others

  • Be of outstanding character; a leader who influences others to become the best versions of themselves and demonstrates wisdom, integrity and resilience even in tough times 

  • Be a keenly intelligent builder, dedicated doer, and empathetic leader who enjoys developing teams and creative strategies


What we can offer you:


  • Competitive salary

  • WFH

  • FTO

  • Paid major holidays

  • Healthcare, dental, vision coverage

  • 401k 

Don’t wait; start growing your career with Gerent today!


At Gerent, we recognize that our people are our strongest asset. Since our founding, we’ve sought to harness the power of people and technology to fuel meaningful, positive connections between businesses and consumers. Our thriving community of creative thinkers and makers sets us apart by continually finding new ways to turn innovative technology solutions into remarkable customer experiences.  


The quality of their collective work speaks for itself — today, Gerent stands as a Salesforce Summit Partner and, after 900+ implementations, holds a 5-Star Customer Satisfaction Score. Our services span the gamut from strategy to consulting, implementation, digital experience, innovation, and managed services. 


Our ultimate goal is to become a trusted advisor in the Salesforce ecosystem. To that end, we’ve gathered some of the best and brightest in tech to ensure that Gerent’s collective strategic knowledge, business acumen, industry knowledge, and deep technical expertise set us apart from our competitors. 


We’ve built a solid foundation over the past 13 years. Now, we have a pivotal opportunity to expand exponentially over the next few years. We need talented professionals who can help us grow — and want to grow alongside us. 



Why work with Gerent?


  • Relationships are our gold standard.

We put our people first because we know the way we treat our employees is the way they’ll treat our customers.


  • Learning never stops.

Our team has an unquenchable thirst for knowledge. We embrace curiosity and continuous learning, pushing ourselves to skill up and stay abreast of industry and technical innovations.


  • Working to live.

Work is just one facet of a person’s life, and we intend to keep it that way. That’s why our entire team works remotely – because we’ve found that working from home means having more time to spend on our passions and with our families. 


  • Embracing our differences. 

Diversity is one of our greatest strengths. By including people from all walks of life, we can generate the best ideas and solutions.


  • We see and seek the best in people.

We assume the best of those we work with. We’ve found that assuming positive intent from our clients and colleagues leads to a positive work environment where everyone thrives.


  • Greater than the sum of our parts.

We believe we’re at our best when we work together. We’ve created a culture in which team members come together and elevate one another to perform at a higher standard than they ever could alone.


  • Constantly striving for excellence.

When something is good, we want to make it great. It’s in our company DNA to challenge the status quo and push the envelope. We’re not afraid to ask hard questions that improve our work.

  • Doing the right thing.

We keep our moral compass close at hand. We strive to do the right thing in every situation, no matter how big or small. 


We’re always looking for talented professionals who can help make our company — and team — stronger and more capable. Apply today! 


Gerent is an equal opportunity employer that celebrates diversity and provides an inclusive work environment. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Indigenous status or any other factors considered discriminatory. We try our best to accommodate any candidate taking part in the selection process upon request.

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