Role: Salesforce Technical Architect

Client: EXL

Location: Hyderabad/Chennai or Bangalore

Permanent job with Info Services

Work timings: UK Shift (2 pm to 11 pm IST)

Role Summary:

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.

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
• Strong SF External system integration design & documentation




• API-based integrations (REST, JSON, OAuth)
• Architecture-level thinking (not developer-only)

Integration Requirement
• Sierra integration experience – solid 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