Role Summary:

Looking for a Salesforce Technical Architect with deep Service Cloud + Live Agent / Digital Engagement API experience. The role is heavily API- and integration-driven, focused on chat, case management, queue assignment, and external system integrations.

Experience with Sierra integration is a big plus; if not available, strong AI integration experience is mandatory.

Must-Have Skills (Non-Negotiable)
• Salesforce Service Cloud architecture
• Strong hands-on experience with Salesforce APIs, including:
Live Agent Availability API
– Contact Validation API
– Chat Summary API
– Create Case API
– Case assignment to correct queues (Customer Support / Technical Support)
– Close Case API
– Feedback API
– Email Triggering APIs
– APIs for Holidays & Outside Business Hours of Live Agents
• Experience with Customer Center / Experience Cloud / Connect Portal (Pharma,



MPB context preferred)
• Strong Salesforce External system integration design & documentation
• REST APIs, JSON, OAuth-based integrations
• Ability to define and explain integration approaches clearly to stakeholders

Integration Requirement
• Sierra integration experience – robust plus (rare)
• If Sierra not available: AI integration experience required
– Chatbots / virtual agents
– AI-based chat summaries or intent classification
– Salesforce + external AI platforms (Einstein, NLP, LLMs, etc.)

Metrics & Reporting Understanding (Must Know)
• Containment rate
• Abandonment rate
• Escalation rate
• Average Handle Time (AHT)
• Number of chat interactions

📌 Salesforce Technical Architect (Telangana)
🏢 Info Services
📍 Telangana