Principal Architect, Agentforce Field Service - Unified Scheduling and Optimization

Salesforce•Palo Alto, CA

About The Position

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. The Field Service organization is looking for a Principal Architect to lead the architectural strategy as we define the future of Field Service and Operational excellence for a broad range of businesses and Industries. This role focuses on AI-led innovations and deep integration across the Salesforce ecosystem, including Sales, Service, Marketing, Commerce, Data Cloud, and Agentforce. This role combines strategic vision, deep platform expertise, and hands-on architectural leadership to design scalable, integrated, and high-impact solutions for Field Service—specifically focusing on optimizing complex operations involving humans, agents, and robots, both onsite and in the field. In this role, you will help define the next generation of Field Service by: Designing Agentic solutions for hybrid Scheduling and Operations Optimization to support autonomous and complex scenarios involving humans, digital agents, and physical robots. Acting as a trusted advisor to executive stakeholders to align business goals with technical execution, while mentoring technical talent and driving enterprise standards and innovation across our multi-cloud landscape.

Requirements

Bachelor's or Master's in Computer Science or Engineering.
At least fifteen (15) years of experience in platform architecture (SaaS, PaaS), including at least three (3) years of experience applying AI/ML technologies to platform or product architecture.
Broad knowledge across the Salesforce platform, including multi-cloud capabilities, extensibility options, and ecosystem tools.
Demonstrated experience and interest in architecting complex and scalable platforms; expert-level knowledge of relevant architecture, design principles, and patterns.
Demonstrated experience with integration patterns, enterprise data architecture, API management, DevOps/CI-CD, security models, performance tuning, and distributed-system design.
Demonstrated experience designing and governing integrations with core enterprise platforms (e.g., SAP, Oracle, legacy systems) using MuleSoft, Heroku, and modern API frameworks.
Proven ability designing architectures for global, multi-region, highly regulated organizations.
Proven ability to analyze complex business challenges and translate them into technical blueprints and execution plans that deliver measurable value.

Nice To Haves

Specialization in verticals such as Financial Services, Healthcare/Life Sciences, Manufacturing, or Public Sector.
Advanced experience in domains like Service, ITAM, Marketing, Integration Cloud, AI & Data, or Industry specific solutions.

Responsibilities

Establish the long-term technology strategy and architecture for Field Service, specifically focusing on Scheduling and Optimization for complex enterprise environments as well as cohesive end to end experiences for Dispatchers, Supervisors and technicians.
Ensure tight alignment between business priorities (e.g., reduced roll times, higher first-time fix rates) and platform investments, driving digital transformation outcomes that leverage humans, digital agents, and physical robots.
Champion emerging capabilities—specifically AI, Data Cloud, and Agentforce—to guide organizations through modernization and the adoption of autonomous field operations.
Lead architecture design covering data models, security, and scalability for global, multi-region implementations, ensuring high performance for compute-intensive scheduling operations.
Act as a trusted advisor to CIOs, CTOs, and product leaders, translating complex architectural decisions into clear execution plans for both technical and non-technical stakeholders.
Drive multi-cloud architectures that leverage Sales, Service, Marketing, Commerce, and Data Cloud to create a unified view of the customer and asset lifecycle.
Coach and mentor architects, developers, and delivery teams on design excellence, standardizing patterns for hyperscale, multi-substrate architectures and system interoperability.