Sr Lead Solution Architect

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities. At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter. This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today. The Role As the Salesforce Solution Architect, you will own the end-to-end solution architecture for Salesforce Field Service, Service Cloud, mobile field operations, integrations, data, automation, and emerging AI/Agentforce capabilities. This role partners across Product, Field Operations, Architecture, Security, Engineering, and vendor teams to translate business outcomes into scalable, secure, supportable, and future-ready platform solutions that simplify field operations, improve technician productivity, and enable Lumen’s long-term digital transformation goals. Only U.S. citizens or Permanent Residents/Green Card holders will be considered for this position. Salesforce Field Service (FSL/SFS) experience is highly preferred Location This role is designated as a fully remote position within the United States. The Main Responsibilities Own Salesforce solution architecture across Salesforce Field Service, Service Cloud, Field Service Mobile, dispatcher experiences, enterprise integrations, reporting data flows, automation, and AI-enabled field service capabilities. Define target-state architecture, reference patterns, solution roadmaps, and phased delivery approaches that support field simplification, legacy platform modernization, and long-term platform scalability. Lead discovery and solution design workshops with Product, Field Operations, Dispatch, Architecture, Security, Engineering, Data, and vendor partners to align business outcomes, KPIs, user journeys, and technical design decisions. Translate complex field operations needs into durable Salesforce designs for Work Orders, Service Appointments, Service Resources, Service Territories, Work Types, Skills, Scheduling Policies, Dispatcher Console, Field Service Mobile, appointment lifecycle, job status lifecycle, and offline/mobile-first workflows. Architect scalable integration patterns between Salesforce and enterprise platforms using MuleSoft, APIs, platform events, Kafka/event-driven patterns, secure data exchange, and resilient synchronization strategies. Guide platform-first solutioning by evaluating out-of-the-box Salesforce capabilities before recommending configuration, automation, or custom development, ensuring solutions are maintainable, governed, and aligned with Salesforce best practices. Design future-ready AI and automation capabilities, including Agentforce-powered technician assistance, work order summaries, guided troubleshooting, knowledge retrieval, next-best-action workflows, anomaly detection, and predictive operational insights. Establish responsible AI design patterns, including grounding strategy, prompt and instruction design, guardrails, permission scope, privacy, auditability, monitoring, and alignment with enterprise AI governance. Create architecture artifacts, solution blueprints, data and integration diagrams, decision records, non-functional requirements, security considerations, deployment patterns, and support transition materials. Partner with Technical Architects and Lead Engineers to validate detailed designs, review implementation approach, manage technical debt, ensure platform limits are respected, and support high-quality delivery across Agile teams. Drive architecture governance for scalability, performance, reliability, security, data quality, observability, supportability, CI/CD, release readiness, and operational resilience. Assess impacts across legacy applications, upstream/downstream systems, reporting platforms, technician mobile workflows, customer notifications, and field operations processes to reduce risk during phased modernization. Influence stakeholders through clear executive-ready communication of options, tradeoffs, risks, dependencies, assumptions, and recommended paths forward. Mentor architects, engineers, analysts, and delivery partners on Salesforce architecture, Field Service best practices, platform governance, and future-ready solution design. What We Look For in a Candidate Required Qualifications: 10+ years of experience delivering enterprise technology solutions, including 6+ years of Salesforce experience and 3+ years in a Solution Architect, Technical Architect, or senior architecture leadership role. Deep hands-on understanding of Salesforce Field Service and Service Cloud, including work management, scheduling, dispatch, technician mobility, service resources, territories, skills, work types, appointment lifecycle, and job status lifecycle. Proven ability to define end-to-end Salesforce solution architecture for complex, integration-heavy, enterprise-scale programs with multiple stakeholder groups and phased delivery milestones. Strong understanding of Salesforce platform capabilities, limits, data model design, security model, sharing, permissioning, automation, Flow, Apex, Lightning Web Components, platform events, custom metadata, and release management practices. Experience designing mobile-first and offline-capable Salesforce Field Service experiences for field technicians, dispatchers, supervisors, and back-office users. Experience architecting integrations using REST/SOAP APIs, MuleSoft or equivalent middleware, event-driven architecture, Kafka/platform events, secure file/data exchange, retry/error handling, and operational monitoring patterns. Ability to evaluate business requirements against Salesforce out-of-the-box capabilities and recommend configuration-first, scalable, supportable solutions before pursuing custom development. Working knowledge of data architecture, reporting pipelines, operational analytics, data migration, master data alignment, and downstream reporting considerations such as GCP, Databricks, or equivalent platforms. Practical understanding of Salesforce AI capabilities such as Agentforce, Einstein, Prompt Builder, Data Cloud/Data 360, knowledge retrieval, and AI-enabled service workflows. Preferred Qualifications: Salesforce certifications such as Salesforce Certified Application Architect, System Architect, Field Service Consultant, Service Cloud Consultant, Platform Developer I/II, Integration Architect, Data Architect, or Agentforce Specialist are strongly preferred. Experience in telecommunications, large-scale field operations, dispatch optimization, technician mobility, appointment management, customer notifications, or legacy field operations modernization. Experience leading Salesforce Field Service transformation programs involving legacy system decommissioning, phased coexistence, integration modernization, data migration, reporting modernization, and operational change management. Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Location Based Pay Ranges $132,232 - $176,310 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY $138,844 - $185,124 in these states: CO HI MI MN NC NH NV OR RI $145,456 - $193,940 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. Learn more about Lumen's: Benefits Bonus Structure #LI-Remote Requisition #: 343183 Life at Lumen Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes. Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win. To learn more about Life at Lumen and how we live the Lumen 8, please visit: https://jobs.lumen.com/global/en/life-at-lumen Background Screening If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Privacy Notice Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data. To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit: https://jobs.lumen.com/global/en/privacy-notice Disclaimer The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name. Job Segment: Solution Architect, Data Architect, Developer, Data Conversion, Data Modeler, Technology, Data