Solutions SME Architect – Workforce Management (Salesforce FSL)

Title: Solutions SME Architect – Workforce Management (Salesforce FSL)

Location: Remote (with travel after 17 weeks),locations may include Tampa, Rochester, St. Louis, or other sites

Duration: L contract

Work Authorisation: U.S Citizen/ holder

Responsibilities

• Serve as a Subject Matter Expert (SME) for Workforce Management (WFM) within Salesforce Field Service Lightning (FSL)
• Provide solution‑level guidance for WFM use cases, including:
  • Technician scheduling and availability
  • Field technician presence requirements
  • Workforce optimization scenarios
• Translate real‑world operational use cases into correct technical solutions and terminology
• Advise on best‑practice WFM solutions based on business constraints
• Support one of the most critical projects of the year
• Collaborate with technical architects, integration teams, and business stakeholders
• Support and guide large‑scale FSL implementations supporting thousands of technicians

• FSL integrated with:
  • Mobile applications
  • Technician scheduling and dispatch
  • Agent-facing systems
  • Billing (work orders created and integrated)

Required Qualifications

• 7+ years of experience in Salesforce Field Service Lightning (FSL)
• Strong hands‑on knowledge of Workforce Management (WFM) concepts
• Demonstrated experience working on large FSL/WFM implementations
• Ability to clearly articulate:
  • Use‑case driven solutions
  • Correct WFM terminology
  • Practical application of workforce management features
• Experience working in large enterprise or telecom‑scale environments
• Strong problem‑solving and communication skills

Preferred Qualifications

• Experience supporting large technician workforces (2,000+ technicians)
• Prior experience at Cox or similar organizations
• Exposure to MuleSoft integrations is a plus