Salesforce Technical Architect

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 – strong 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