We are seeking a Salesforce developer with deep Field Service Lightning expertise and hands-on Agentforce implementation experience. This role owns the configuration, development, and continuous improvement of our FSL environment — including scheduling optimization, mobile worker experience, and AI-powered digital worker capabilities through Agentforce. The ideal candidate bridges traditional FSL development with emerging agentic AI patterns, enabling autonomous field service workflows that reduce dispatcher workload and improve technician utilization.

This is a high-visibility individual role working within a lean IT organization. You will collaborate directly with operations, product, and field leadership to translate service delivery requirements into scalable Salesforce solutions.

Field Service Lightning — Core Platform

• Design and develop FSL configurations: service territories, scheduling policies, work rules, and optimization profiles
• Build and maintain work order lifecycle management, including appointment scheduling, resource capacity, and crew management
• Develop custom FSL mobile app extensions (Salesforce Mobile SDK / LWC) for technician-facing workflows
• Configure and maintain Connected Field Service integrations (IoT-triggered work orders, asset management)
• Own scheduling optimization rules and tune parameters for SLA compliance and technician utilization KPIs
• Manage FSL dispatcher console customizations and productivity tooling

Agentforce Development & AI-Powered Field Service

• Design and deploy Agentforce agents scoped to field service use cases: appointment booking, technician Q&A, parts lookup, and escalation routing
• Build Agentforce Actions (Flows, Apex, external APIs) that FSL agents invoke autonomously
• Author and maintain Agent Topics, instructions, and guardrails — with explicit focus on hallucination prevention and safe escalation paths
• Integrate Agentforce with FSL data model: Work Orders, Service Appointments, Assets, Cases
• Implement Agentforce for dispatcher assist — surfacing scheduling recommendations, risk flags, and SLA breach alerts proactively
• Define and instrument eval metrics for agent performance (resolution rate, containment rate, escalation accuracy)
• Partner with operations leadership to expand agent capabilities through structured use case roadmap and UAT sign-off

Integration & Data

• Develop and maintain FSL integrations with ERP (SYSPRO) for parts availability, work order cost, and invoice triggers
• Build and own REST/SOAP API integrations and event-driven architecture (Platform Events, Change Data Capture)
• Ensure FSL data hygiene: asset records, service history, entitlements, and SLA contracts
• Support address verification and geolocation data quality for scheduling accuracy

Delivery & Governance

• Operate within Agile/Scrum delivery framework using Jira — story writing, sprint execution, demo, retrospective
• Maintain release management discipline: sandboxes, change sets / SFDX, deployment documentation
• Author technical specifications, runbooks, and Confluence documentation for owned systems
• Mentor junior developers on FSL patterns and Agentforce best practices

 

Skill / Technology	Level	Notes
Salesforce Field Service Lightning	Required	3+ years direct FSL configuration and development
FSL Scheduling & Optimization Engine	Required	Work rules, scheduling policies, global/individual optimization
FSL Mobile (Salesforce Mobile SDK / LWC)	Required	Custom mobile component development
Apex / LWC / SOQL	Required	Complex triggers, batch jobs, LWC data components
Salesforce Flow (Record-Triggered, Screen, Autolaunched)	Required	FSL and Agentforce action wiring
Agentforce (GA)	Required	Agents, Topics, Actions — at least one production deployment
Prompt Builder / Einstein Generative AI	Required	Prompt template authoring, grounding, guardrails
Einstein Copilot Actions	Preferred	Custom action development for FSL context
RAG / Data Cloud for grounding	Preferred	Scoping Agentforce to structured FSL data
REST/SOAP API Integration	Required	External system callouts from Apex/Flow
Platform Events / CDC	Required	Event-driven FSL triggers and ERP sync
SFDX / GitHub / DevOps Center	Required	Source-driven development and CI/CD
Salesforce CPQ / Service Cloud	Preferred	Cross-cloud data model awareness
ERP Integration (SAP, SYSPRO, NetSuite)	Preferred	Parts and work order cost integration patterns
Datadog / observability tooling	Preferred	API monitoring and integration health

 

Certification	Status
Salesforce Certified Field Service Consultant	Required
Salesforce Certified Platform Developer I	Required
Salesforce AI Associate or AI Specialist	Preferred	Required within 90 days if not held
Salesforce Certified Service Cloud Consultant	Preferred

You Will Excel In This Role If You...

• Have delivered FSL scheduling optimization that measurably improved technician utilization or reduced SLA breaches
• Have built at least one production Agentforce agent — and can speak to the failures, guardrails, and eval metrics you put in place
• Are comfortable in a lean IT environment where you own your lane from requirements to deployment
• Think in data models first — you know where field service data lives across Work Orders, Service Appointments, Assets, and Cases
• Can translate operational ambiguity from dispatchers and field managers into clean FSL configuration
• Have experience with ERP-to-CRM integrations and understand the parts/inventory side of field service

What We're Not Looking For

• Salesforce generalists without FSL depth — this is a specialist role
• Candidates whose "Agentforce experience" is limited to Trailhead badges and demo orgs
• Developers who need heavy PM overhead — you should be capable of self-directed delivery against a backlog

• FSL environment fully documented — scheduling policies, work rules, territory configuration, and integration map
• At least one Agentforce agent live in production with defined containment rate baseline
• ERP integration gaps identified and remediation plan delivered to CTO
• Backlog of FSL improvements groomed and prioritized in Jira with t-shirt sizing
• Runbooks authored for all owned integrations and deployed to Confluence