Salesforce Technical Architect

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 – 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