Customer Experience Cloud & AI SME

Job Title: Customer Experience Cloud & AI SME

Location:Remote / UAE / Portugal
Company:Kompetenza
Department:AI & Service Cloud Development
Reports To:director R&D

About Kompetenza

Kompetenza is aSalesforce partnerwith a Center of Excellence in Portugal. We specialize inSalesforce FlexTeam solutions, Corporate Services Cloud, and Employer of Record (EOR) services. Our mission is to help organizations transform customer experiences throughintelligent self-service portals, AI automation, and digital engagement.

Role Overview

We are looking for aCustomer Experience Cloud & AI SMEto lead the design, development, and optimization ofself-service customer portalswhile integratingAI-driven automationacross bothSalesforce and external ecosystems.

This role requires expertise inSalesforce Experience Cloudand astrong understanding of AI-driven automationto create seamlessself-service solutions, AI-powered agents, and intelligent workflowsthat enhance customer engagement. The ideal candidate willwork closely with clients, internal teams, and stakeholders to drive automation, improve user experience, and mentor organizations on AI adoption.

Key Responsibilities

1. Develop & Optimize Self-Service Customer Portals

• Design, configure, and enhance customer self-service portalsusingSalesforce Experience Cloud.
• Implementself-service automation and AI-driven workflowsto improve customer interactions.
• Ensure portals areintuitive, scalable, and personalizedwith guided service journeys.
• IntegrateEinstein AI and automation toolsfor proactive customer support and case resolution.

2. AI-Powered Virtual Agents & Automation

• Develop and optimizeAI-driven virtual agentswithin Salesforce and external platforms.
• UtilizeEinstein AI, NLP, and machine learningto enhancecase deflection and automate customer support.
• ImplementConversational AI chatbotsintegrated withLive Chat, WhatsApp, and external messaging platforms.
• Ensure AI agentslearn from interactionsto continuously improve customer responses.

3. Cross-Platform AI Automation & Integration

• Work withSalesforce Flow, Omni-Channel Routing, and Process Automationto optimize service operations.
• Integrate self-service portals withthird-party AI tools, RPA solutions, and external APIs.
• ImplementAI-powered predictive analyticsto personalize customer experiences.

4. Customer Engagement & AI Mentorship

• Act as anAI & Experience Cloud SME, guiding clients through theirAI and automation journey.
• Work directly with customersto understand their challenges and tailor AI/self-service solutions.
• Providetraining and mentorshipto businesses on how toadopt and maximize AI-driven self-service portals.
• Gather feedback from end-users toenhance AI models, workflows, and self-service functionalities.

5. Data Intelligence & AI Performance Optimization

• UseSalesforce Data Cloud and AI analyticsto drive data-backed automation improvements.
• Continuously monitorAI agent performance and customer engagement metricsto optimize processes.
• Ensure compliance withdata security, privacy, and ethical AI practices.

6. AI & Innovation Strategy

• Stay ahead ofemerging AI and Experience Cloud trends, ensuring cutting-edge solutions.
• Work with internal teams toalign AI automation with business and customer service objectives.
• Evaluate andintegrate new AI and automation toolsto enhance customer experience.

Key Requirements

Technical Skills

• 2+ years of experience in Salesforce Experience Cloud & Service Cloud(or equivalent self-service portal expertise).
• Hands-on knowledge ofEinstein AI, NLP, chatbot development, and automation workflows.
• Experience withSalesforce Flow, Omni-Channel Routing, and case automation.
• Familiarity withthird-party AI, automation, and chatbot platforms outside Salesforce.
• Knowledge ofAPI integrations, RPA, and machine learning-driven automation.

Soft Skills & Experience

• Passionate about customer experience, AI, and digital transformation.
• Comfortable working directly with clients, understanding their self-service & AI needs.
• Strong problem-solving and analytical skillsto build impactful automation solutions.
• Excellent communication & presentation skills, able to mentor and train customers.
• Ability to learn quicklyand stay updated on the latest AI and self-service technologies.

Why Join Kompetenza R&D Work on cutting-edge AI & self-service portal

Benefits

Why Join Kompetenza?

✅Build a lead generation machine from the ground up– an exciting opportunity to create a scalable system.
✅Work with cutting-edge AI and automation toolsto optimize sales outreach.
✅High earning potential– competitive salary with performance-based commission.
✅Remote work flexibilitywith a global team.