Salesforce Chatbot Engineer

India T&M Special Bonus:     NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Salesforce Chatbot Engineer to join our team in Bangalore, Karnataka, India. Scope of Services •  Design, configure, develop, test, deploy, and enhance Salesforce Service Cloud solutions for enterprise customer-service operations. •  Build Einstein Bots and digital assistants, including dialog design, intents, entities, variables, rules, actions, menus, authentication, contextual responses, and multilingual experiences. •  Implement seamless bot-to-agent escalation using Omni-Channel, skills-based routing, queues, presence, transcripts, pre-chat context, and appropriate service-level controls. •  Integrate bots with Salesforce data and external systems through Apex, Flow, REST/SOAP APIs, Platform Events, middleware, and secure enterprise integration patterns. •  Develop responsive web experiences and supporting components using Lightning Web Components, Apex, Flows, and Salesforce platform capabilities. •  Implement and support digital messaging channels. Experience with WhatsApp messaging, routing, templates, consent, session handling, and escalation is preferred. •  Collaborate with service operations, product owners, architects, security, compliance, UX, analytics, and integration teams to translate customer journeys into scalable solutions. •  Establish automated testing, CI/CD, monitoring, security scanning, code-quality controls, release documentation, and production-support practices. •  Analyze containment, transfer, fallback, abandonment, response, and resolution patterns to improve bot effectiveness and customer outcomes. •  Troubleshoot production incidents, perform root-cause analysis, and optimize reliability, performance, scalability, accessibility, and maintainability. Required Service Cloud and Digital Assistant Experience •  Five to seven years of Salesforce platform experience, including at least four years of hands-on Salesforce development. Strong hands-on Service Cloud experience with 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 enterprise conversational assistants for large companies with complex security, integration, availability, and support requirements. •  Experience developing conversation architecture, dialog flows, intents, entities, utterance handling, disambiguation, fallback strategies, error recovery, escalation, and human handoff. •  Experience grounding chatbot responses in approved enterprise content, Salesforce Knowledge, CRM data, and authenticated back-end transactions while protecting sensitive information. •  Experience with asynchronous and synchronous digital channels such as web chat, in-app messaging, SMS, social or messaging applications, and voice-adjacent service journeys. •  Experience with WhatsApp as a customer-service or chatbot channel is strongly preferred, including knowledge of channel setup, approved templates, opt-in/consent, routing, session boundaries, and operational monitoring. •  Experience designing multilingual and localized assistants, preferably including English plus Spanish and/or Portuguese. •  Understanding of conversational UX, accessibility, plain-language prompts, privacy by design, auditability, responsible AI controls, and regulated-enterprise delivery practices. •  Ability to define and interpret chatbot KPIs, including containment, automation, handoff, fallback, abandonment, customer effort, resolution, and satisfaction measures. Required Technical Capabilities •  Advanced Apex, Lightning Web Components, Salesforce Flow, triggers, classes, batch/scheduled processing, test automation, and Salesforce data modeling. •  Service Cloud architecture, security, sharing, profiles, permission sets, encryption, monitoring, integration users, and least-privilege access design. •  REST and SOAP APIs, Platform Events, event-driven integration, API-first design, identity and authentication patterns, and resilient error handling. •  Salesforce DX, Git, Azure DevOps, Gearset, SonarQube, Checkmarx, or comparable CI/CD, code-quality, and security tooling. •  Strong technical documentation, communication, estimation, code-review, troubleshooting, and cross-functional collaboration skills. Preferred Certifications •  Salesforce Certified Service Cloud Consultant •  Salesforce Certified Platform Developer I •  Salesforce Certified Agentforce Specialist •  Salesforce Certified Platform App Builder •  Salesforce Certified Platform Administrator AI-Assisted Development and Conversational AI Engineering •  Use approved AI-assisted development tools such as GitHub Copilot, Claude Code, or Cursor to accelerate Apex, LWC, Flow, integration, automated-test, chatbot configuration, debugging, refactoring, and documentation work. •  Use AI assistance to evaluate conversation designs, utterance coverage, edge cases, fallback behavior, grounding, response quality, guardrails, and bot-to-agent escalation while retaining human ownership of the customer experience. •  Review all AI-generated or AI-modified code, prompts, configurations, and test assets for correctness, security, privacy, Salesforce limits, accessibility, maintainability, bias, regulatory requirements, and approved enterprise content usage. •  Follow enterprise policies for approved tools, confidential information, customer data, source code, credentials, prompt handling, intellectual property, and responsible AI use. •  Provide peer-review, automated-test, conversation-evaluation, and traceability evidence for AI-assisted production changes. Expected Deliverables a