Solution Architect - Field Services

What success looks like in this role:

The DWS Solution Architect for Field Services will help drive the strategic advancement of Unisys Field Services portfolio taking advantage of cutting-edge technologies such as Generative AI, machine learning, automation, intelligent scheduling, advanced analytics, augmented reality, and remote diagnostics to drive both revenue and margin from our Field Services. This role will play a critical part in enabling and deploying best-of-breed tools and processes for emerging field services such as IoT infrastructure support, liquid cooling systems maintenance, and airport security gate operations. Unisys Field Services is evolving beyond traditional hands-on support to deliver highly specialized, technology-enabled solutions that modernize and optimize field operations. This position is central to driving innovation, enhancing service delivery, and contributing to sustained revenue growth and margin improvement through the execution of forward-looking field service strategies.

Key Responsibilities

• Participate in all elements of the Portfolio Lifecycle Management process,
• Plan, design, and implement technology solutions to help optimize and modernize field support services,
• Evaluate business requirements to come up with the technical solution to solve business problems,
• Design and maintain the technology architecture for Field Services,
• Define integration strategies between field service support systems such as ITSM, CRM, ticketing systems, workforce management, and analytics platforms,
• Ensure solutions align with enterprise architecture standards, security policies, and compliance requirements,
• Develop high level design, low level design, data flow diagrams, support models, user manuals, API documentation, guides, KBs, product manuals, etc.,
• Evaluate emerging technologies (e.g., augmented reality, agentic AI) for applicability to field service support use cases,
• Develop proof-of-concepts (PoCs) and prototypes to validate architectural decisions and demonstrate feasibility,
• Define and oversee solution testing strategies, including functional, performance, and failover testing,
• Coordinate and oversee pilot deployments to validate solutions meet their goals,
• Work closely with developers, infrastructure teams, and delivery operations to ensure successful solution hand off into production,
• Work with technical teams to put together technical reference architectures and demos,
• Collaborate with vendors and internal stakeholders to assess and select appropriate platforms and tools,
• Identify potential security risks in the solutions proposed and develop road-map to mitigate them,
• Consider how field service evolution aligns with the overall DWS strategy and partner ecosystem,
• Contribute to strategic solution business planning, service excellence improvement, and innovation, whilst ensuring governance maturity,
• Assist in the research, ideation, and creation of vision, strategy, and roadmap for the offering, collecting input from external analysts, delivery partners, sales, and existing Unisys clients,
• Analyze feasibility to augment existing field services by leveraging automation and AI in order to improve efficiency,
• Assist with managing solution and roadmap plan schedules to meet launch commitments,
• Work with delivery to determine licensing, transition, and labor costs for the purposes of developing a repeatable cost model and associated statement of work,
• May present field service technical capabilities and architecture to key clients.
• Develop and implement customized IT solutions for clients, including hardware and software tools, network architecture and cyber-security measures (encryptions, Security audits, certificates, etc.)
• Establish control to ensure Field Service best practices are implemented across all accounts in an attempt to optimize the operations and reduce cost overheads

Skills And Qualifications

• University degree and/or 5-10 years of related experience with the delivery of IT support services and solution management.
• At least 5 years experience in Field Services solutioning, operations, delivery and support.
• Understands and knows how to implement ITIL processes such as Asset Management and Service-level management.
• Deep understanding of ServiceNow, Salesforce, Hardware Asset Management systems, IT self service technologies, ticketing systems, databases, etc.
• Well versed in the practical delivery of Incident Management, Problem Management, Service Management, Asset Management, Major Incident Management, Knowledge Management, and Request Management.
• Familiar with touchless support platforms such as smart lockers, vending machines, kiosks, etc.,
• A solid understanding of networks, servers, and other infrastructure components is necessary for designing robust and reliable systems.
• Familiar with the development and usage of SLAs, KPIs, and XLAs.
• Knowledge of security principles and how to implement them into solutions.
• Ability to think outside the box
• Takes the initiative in connecting and collaborating with individuals across the globe and in various time zones.
• Highly motivated, working effectively remotely without constant oversight.
• Initiative-taking, consultative and an excellent problem solver.
• Able to explain complex topics simply.
• Open-minded, hands-on mentality, curious, hands-on, and pragmatic character.
• Able to evaluate tradeoffs between build vs. buy options, taking into consideration multiple use case scenarios while planning innovations and considering the future.
• Understanding of deal financials with a basic understanding of accounting principles
• Ability to gain buy-in and cooperation from a wide range of stakeholders without direct authority.
• Comfortable working in innovative technology and in a fast-paced environment.
• Willing to be client facing with strong executive level communication skills.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [HIDDEN TEXT] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys EEO commitment here.