Salesforce Chatbot Engineer

NTT
Bengaluru
Workplace: OnsiteFull timeFunction: SalesExperience: 5-7 yearsSkills: ["Communication","Cross-functional collaboration","Technical documentation","Troubleshooting","Code review"]

Design, configure, and enhance Salesforce Service Cloud solutions for enterprise customer-service operations, including Einstein Bots and digital assistants. Build bot-to-agent escalation with Omni-Channel and integrate bots with Salesforce data and external systems via Apex, Flow, and REST/SOAP APIs. Develop LWC-based web experiences and messaging channels (including WhatsApp where applicable), while delivering production-ready releases with CI/CD, monitoring, testing, and incident support.

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FursaFursa
NTT
NTT
1 week ago

Salesforce Chatbot Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 days agoStatus: Live

Job Summary

Design, configure, and enhance Salesforce Service Cloud solutions for enterprise customer-service operations, including Einstein Bots and digital assistants. Build bot-to-agent escalation with Omni-Channel and integrate bots with Salesforce data and external systems via Apex, Flow, and REST/SOAP APIs. Develop LWC-based web experiences and messaging channels (including WhatsApp where applicable), while delivering production-ready releases with CI/CD, monitoring, testing, and incident support.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Sales
Seniority: Mid level

Key Responsibilities

  • •Design, configure, develop, test, deploy, and enhance Salesforce Service Cloud solutions for enterprise customer-service operations.
  • •Build Einstein Bots/digital assistants, including dialog design, intents/entities, variables/rules/actions/menus, authentication, contextual responses, and multilingual experiences.
  • •Implement bot-to-agent escalation using Omni-Channel capabilities (skills-based routing, queues, presence, transcripts, pre-chat context) and service-level controls.
  • •Integrate bots with Salesforce data and external systems using Apex, Flow, REST/SOAP APIs, Platform Events, and secure enterprise integration patterns.
  • •Set up automated testing, CI/CD, monitoring, security scanning, code-quality controls, release documentation, and production-support practices; troubleshoot incidents and improve reliability/performance/scalability/accessibility/maintainability.

Key Requirements

  • •5–7 years of Salesforce platform experience, including at least 4 years of hands-on Salesforce development.
  • •Strong Service Cloud experience, including Case Management, Knowledge, Omni-Channel, queues/routing, entitlements/milestones, macros, quick text, console applications, and service analytics.
  • •Demonstrated experience designing and delivering Einstein Bots or comparable conversational assistants for large, security- and integration-heavy enterprises.
  • •Experience with conversation architecture and dialog flows (intents, entities, variables, utterance handling, disambiguation, fallback/error recovery, and escalation/handoff).
  • •Strong technical capabilities in Apex and Lightning Web Components, Salesforce Flow, integration patterns (REST/SOAP, Platform Events), and CI/CD/testing/monitoring practices.
Experience:5-7 yearsSalesforceConversational AIEnterprise service operations
Skills:CommunicationCross-functional collaborationTechnical documentationTroubleshootingCode review
Certifications:Salesforce Certified Service Cloud ConsultantSalesforce Certified Platform Developer ISalesforce Certified Agentforce SpecialistSalesforce Certified Platform App BuilderSalesforce Certified Platform Administrator
Languages:EnglishSpanishPortuguese
Tech Stack:Salesforce Service CloudEinstein BotsService CloudOmni-ChannelApexLightning Web ComponentsSalesforce FlowTriggersClassesBatchScheduled processingREST APISOAP APIPlatform EventsSalesforce DXGitAzure DevOpsGearsetSonarQubeCheckmarx

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn