Looking for a Salesforce Technical Architect with strong API-driven Service Cloud / Live Chat / Digital Engagement experience. Focus is on Live Agent APIs, Case APIs, chat metrics, and external integrations.
If Sierra integration experience is not available, the candidate must have solid AI integration experience with Salesforce.
Must-Have Skills (Non-Negotiable)
• Salesforce Service Cloud architecture
• Strong Salesforce API experience, including:
Live Agent Availability API
Contact Validation API
– Chat Summary API
– Create Case API
– Case Assignment to queues (Customer Support / Tech Support)
– Close Case API
– Feedback API
– Email triggering APIs
– APIs for Holidays & Outside Business Hours (Live Agent)
• Experience with Customer Center / Experience Cloud portals
• Robust SF External system integration design & documentation
• API-based integrations (REST, JSON, OAuth)
• Architecture-level thinking (not developer-only)
Integration Requirement
• Sierra integration experience – strong plus (rare, but ideal)
• If Sierra not found: AI integration experience is mandatory
– Chatbots / virtual agents / AI-driven chat summaries
– Salesforce + external AI platforms (Einstein, NLP, LLMs, etc.)
Reporting & Metrics (Must Understand)
• Containment rate
• Abandonment rate
• Escalation rate
• Average Handle Time (AHT)
• Number of chat interactions
Nice to Have
• Experience Cloud (Customer Center / Connect Portal)
• Einstein Bots or AI-driven service workflows
• Pharma or regulated-industry experience
📌 Salesforce Technical Architect (Telangana)
🏢 Info Services
📍 Telangana
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