Salesforce Chatbot Engineer

Job description

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 and Outcomes • Production-ready Service Cloud capabilities and Einstein Bot experiences that sa