Salesforce Architect - FSL

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Own end-to-end solution architecture for Salesforce Field Service programs - application intent, target-state design, integration landscape, and governing artifacts including context diagrams, data models, and architecture decision records
• Design scalable, secure solutions across the platform, defending build-vs-configure and AppExchange decisions on total cost of ownership, and defining the org-wide data model, sharing and security architecture, and large-data-volume strategy covering skew mitigation, selective indexing, and archiving
• Establish technical governance: design review gates, Apex and LWC coding standards, DevOps and release architecture, sandbox and environment strategy, and technical debt remediation roadmaps
• Architect Field Service implementations across the work order lifecycle, service appointments, service resources, crews, operating hours, and territory design for [X] technicians in [X] territories
• Design the scheduling and optimization model - scheduling policies, work rules, service objectives, Enhanced Scheduling and Optimization, emergency dispatch, and appointment booking - tuned against SLA attainment, travel time, and technician utilization
• Define mobile and dispatcher architecture: Field Service Mobile offline priming and briefcase rules, mobile flows, service report templates, and Dispatcher Console Gantt configuration and territory visibility
• Architect asset, maintenance, and inventory models - asset hierarchies, maintenance plans and work rules, product items, product requests, part transfers, van stock replenishment - along with entitlement, milestone, and escalation models that enforce contractual SLAs
• Set Lightning Web Component architecture: component library and design system standards, Lightning Data Service vs imperative Apex patterns,Lightning Message Service for cross-component communication, Jest coverage thresholds, and the Aura and Visualforce migration roadmap
• Architect integrations using REST and SOAP APIs, Apex REST, Named Credentials, External Services, and event-driven patterns with Platform Events and Change Data Capture, defining API contracts, canonical data models, idempotency, and retry and dead-letter handling
• Define middleware architecture on [MuleSoft/Boomi], connecting field service to [SAP/Oracle] for parts, invoicing, and warranty, and to [Twilio/Google Maps/DocuSign] for notifications, geocoding, and signed service reports, while governing high-volume data movement and platform limits through Bulk and Composite APIs, asynchronous Apex, Platform Cache, and OAuth 2.0 JWT authentication
• Define the AI architecture for service operations, selecting between Einstein predictive models, Data Cloud, Agentforce, and Prompt Builder based on data readiness and business value
• Design and deploy Agentforce agents and Prompt Builder templates grounded in CRM and Data Cloud data, applying retrieval-augmented generation, the Einstein Trust Layer, prompt versioning, and evaluation practices, with responsible-AI guardrails for data masking, grounding checks, human-in-the-loop review, and audit trails
• Architect predictive use cases such as [first-time fix rate, SLA breach risk, appointment no-show, skill matching], defining the underlying data quality, feature, and monitoring requirements
• Lead and mentor a Salesforce engineering team of [X] across onshore and offshore locations, owning hiring, onboarding, goal setting, performance reviews, career development, and capacity planning across [X] concurrent programs
• Run delivery operations in both Agile and Waterfall models - estimation, sprint and release planning, risk and dependency management, and partner coordination - and define and report metrics on velocity, defect leakage, code coverage, SLA attainment, and release success
• Plan and facilitate requirements elicitation workshops to capture functional and non-functional requirements, involving developers in requirements-stage analysis, and author requirements management plans, BRDs, FRDs, and process and data flow diagrams to best-practice standards
• Serve as escalation point and offshore representative to clients and executive stakeholders, presenting architecture, roadmaps, and status to senior audiences, and build practice capability through certification paths, reusable assets, and capability decks
• Stay hands-on as needed, prototyping complex components and integrations to de-risk designs before handover to the team
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Graduate degree or equivalent experience
• 11+ years in software development, including 5+ years of hands-on Salesforce experience in an architect, technical lead, or engineering management capacity
• 5+ years leading engineering and Agile teams, with 4+ years in Scrum or SAFe and demonstrated people management including hiring, performance management, mentoring, and capability building
• 3+ years architecting and delivering Salesforce Field Service - scheduling policies and optimization, Dispatcher Console, mobile offline configuration, and the work order, asset, and inventory data model
• Deep platform development expertise in Apex, asynchronous Apex, triggers, SOQL and SOSL optimization, Flow, and Lightning Web Components, with Visualforce and Aura for legacy maintenance and migration
• Proven integration architecture experience across REST and SOAP APIs, Apex REST, Platform Events, Change Data Capture, Bulk and Composite APIs, OAuth 2.0 flows, Named Credentials, and middleware such as MuleSoft or Boomi
• Experience defining the data model, large-data-volume strategy, and technical governance standards for an enterprise org
• Salesforce DevOps and release management experience using SFDX, CI/CD pipelines, and version control
• Working knowledge of AI and generative AI on the platform - Einstein prediction and scoring, Agentforce, Prompt Builder, Data Cloud, Einstein Trust Layer - plus core concepts including RAG, prompt engineering, embeddings, and model evaluation and guardrails
• Practical understanding of Sales Cloud, Service Cloud, and Experience Cloud, with the ability to model standard and custom objects and relationships for the right solution fit
• Proven solid command of the Salesforce sharing and security model: OWD, role hierarchy, sharing rules, Apex sharing, field-level security, and record and platform encryption
• Proven track record on large-scale implementations - multi-quarter, multi-team programs with enterprise integration footprints and concurrent project delivery
• Proven solid requirements elicitation skills and excellent verbal, written, and presentation communication with both business and technical audiences

Preferred Qualifications:

• Advance Developer Certification (PD-2)
• Sales & Service Cloud Certifications
• Salesforce certifications: Application or System Architect, Field Service Consultant, Platform Developer II, and Agentforce Specialist
• Health Cloud experience
• Lightening API Framework experience
• UI experience, Any JS Framework (JQuery, Angular JS,CSS)

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.