Lead Software Engineer

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 Lead Salesforce Software Engineer, you will be responsible for designing, building, and maintaining scalable, secure, and reliable solutions for field operations. Provides technical leadership to a team of developers on the creation, delivery, and integration of complex software solutions that meet business requirements. Only U.S. citizens or Permanent Residents/Green Card holders will be considered for this position. Salesforce Field Service (FSL/SFS) and SFS Mobile App Development experience is highly preferred. Location This role is designated as a fully remote position within the United States. The Main Responsibilities Lead the design, configuration, development, testing, deployment, and ongoing support of Salesforce Field Service and the SFS Mobile App for field technician and dispatcher workflows. Own end-to-end technical solution design for complex field service capabilities, including Work Orders, Service Appointments, Service Resources, Service Territories, Work Types, Scheduling Policies, Dispatcher Console, Field Service Mobile, and offline/mobile-first experiences. Develop scalable, secure, and maintainable Salesforce solutions using Apex, Lightning Web Components, Flows, Platform Events, Custom Metadata, SOQL, and Visualforce where needed. Integrate Salesforce Field Service with enterprise platforms and legacy field operations systems using REST/SOAP APIs, MuleSoft, middleware, event-driven architecture, and data synchronization patterns. Design and optimize scheduling, routing, appointment booking, capacity, technician skill matching, dispatch gating, and real-time technician notification capabilities to improve field productivity and customer experience. Partner with Product, Operations, Dispatch, Field Operations, Architecture, Security, and Engineering teams to translate business outcomes, KPIs, and user stories into durable technical designs and delivery plans. Provide technical leadership within Agile teams by guiding solution design, breaking down complex work, reviewing code, mentoring engineers, establishing engineering standards, and ensuring production readiness. Lead design and implementation of AI-enabled field service capabilities, including work order summaries, technician recommendations, knowledge retrieval, anomaly detection, predictive insights, and intelligent automation. Evaluate and implement Salesforce Agentforce use cases for field technician assistance, guided troubleshooting, knowledge-grounded answers, job preparation, next-best-action workflows, and back-office automation. Apply responsible AI practices, including grounding strategy, prompt design, guardrails, auditability, privacy, security, access control, and alignment with Lumen AI governance processes. Build observability, exception handling, automated testing, CI/CD deployment pipelines, and operational dashboards to improve quality, reliability, supportability, and incident response. Provide production support, root-cause analysis, defect resolution, and continuous improvement for Salesforce Field Service desktop and mobile capabilities. Create and maintain technical documentation, design artifacts, release notes, support runbooks, user enablement materials, and knowledge transfer content. Communicate clearly with technical and non-technical stakeholders, presenting design decisions, tradeoffs, risks, dependencies, and delivery progress in an executive-ready manner. What We Look For in a Candidate Required Qualifications: 8+ years of professional software engineering experience, including hands-on design, development, testing, deployment, and support of enterprise applications. 5+ years of Salesforce development experience with strong hands-on expertise in Service Cloud and Salesforce Field Service. 2+ years of Salesforce Field Service and Field Service Mobile App development experience, including technician-facing mobile workflows and offline/mobile-first design considerations. Strong experience configuring and extending Salesforce Field Service capabilities such as Work Orders, Service Appointments, Service Resources, Service Territories, Work Types, Skills, Scheduling Policies, Dispatcher Console, Field Service Mobile, and job status lifecycle workflows. Advanced Salesforce development skills in Apex, Lightning Web Components, SOQL, Flows, Platform Events, Custom Metadata, triggers, controllers, and integration patterns. Experience designing and implementing scalable integrations using REST/SOAP APIs, middleware, MuleSoft or equivalent integration platforms, event-driven architecture, and secure data exchange patterns. Hands-on experience with CI/CD, automated deployments, source control, code review practices, unit testing, release management, and environment management for Salesforce delivery. Experience building distributed, integration-heavy, and data-centric applications with strong attention to performance, scalability, security, maintainability, and Salesforce platform limits. Working knowledge of monitoring and observability tools such as AppDynamics, BigPanda, Splunk, or equivalent platforms. Experience with AI-enabled development or delivery practices, including use of AI-assisted engineering tools to improve delivery speed, quality, testing, documentation, or automation. Preferred Qualifications: Salesforce certifications such as Platform Developer I/II, Salesforce Field Service Consultant, Service Cloud Consultant, Application Architect, System Architect, or Agentforce Specialist are a plus. Experience with Salesforce Data Cloud/Data 360, Einstein Trust Layer, knowledge retrieval, prompt engineering, or agentic workflow design. Experience implementing AI or Agentforce solutions for field service, support, dispatch, technician enablement, guided troubleshooting, or operational automation use cases. Understanding of Agile, SAFe, DevOps, secure SDLC, and enterprise release governance practices. Experience with telecom, field operations, dispatch, scheduling, technician mobility, customer notifications, or legacy system modernization. Experience with data migration, reporting pipelines, Kafka/platform events, GCP, Databricks, or analytics solutions supporting operational reporting. 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

• 105,786 - $141,047 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
• 111,074 - $148,099 in these states: CO HI MI MN NC NH NV OR RI
• 116,364 - $155,152 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 #: 343182 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: 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: 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. Lumen Inc