Customer Experience Cloud & AI SME

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

Role Overview

We are looking for a Customer Experience Cloud & AI SME to lead the design, development, and optimization of ** self-service customer portals** while integrating ** AI-driven automation** across both ** Salesforce and external ecosystems **.

This role requires expertise in Salesforce Experience Cloud and a ** strong understanding of AI-driven automation** to create seamless ** self-service solutions, AI-powered agents, and intelligent workflows** that enhance customer engagement. The ideal candidate will ** work 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 portals using ** Salesforce Experience Cloud **.
• Implement self-service automation and AI-driven workflows to improve customer interactions.
• Ensure portals are intuitive, scalable, and personalized with guided service journeys.
• Integrate Einstein AI and automation tools for proactive customer support and case resolution.

2. AI-Powered Virtual Agents & Automation

• Develop and optimize AI-driven virtual agents within Salesforce and external platforms.
• Utilize Einstein AI, NLP, and machine learning to enhance ** case deflection and automate customer support **.
• Implement Conversational AI chatbots integrated with ** Live Chat, WhatsApp, and external messaging platforms **.
• Ensure AI agents learn from interactions to continuously improve customer responses.

3. Cross-Platform AI Automation & Integration

• Work with Salesforce Flow, Omni-Channel Routing, and Process Automation to optimize service operations.
• Integrate self-service portals with **third-party AI tools, RPA solutions, and external APIs **.
• Implement AI-powered predictive analytics to personalize customer experiences.

4. Customer Engagement & AI Mentorship

• Act as an **AI & Experience Cloud SME **, guiding clients through their ** AI and automation journey **.
• Work directly with customers to understand their challenges and tailor AI/self-service solutions.
• Provide training and mentorship to businesses on how to ** adopt and maximize AI-driven self-service portals **.
• Gather feedback from end-users to **enhance AI models, workflows, and self-service functionalities **.

5. Data Intelligence & AI Performance Optimization

• Use Salesforce Data Cloud and AI analytics to drive data-backed automation improvements.
• Continuously monitor AI agent performance and customer engagement metrics to optimize processes.
• Ensure compliance with **data security, privacy, and ethical AI practices **.

6. AI & Innovation Strategy

• Stay ahead of **emerging AI and Experience Cloud trends **, ensuring cutting-edge solutions.
• Work with internal teams to **align AI automation with business and customer service objectives **.
• Evaluate and integrate new AI and automation tools to 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 of **Einstein AI, NLP, chatbot development, and automation workflows **.
• Experience with **Salesforce Flow, Omni-Channel Routing, and case automation **.
• Familiarity with **third-party AI, automation, and chatbot platforms outside Salesforce **.
• Knowledge of **API 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 skills to build impactful automation solutions.
• **Excellent communication & presentation skills **, able to mentor and train customers.
• Ability to learn quickly and 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 tools to optimize sales outreach.

✅ High earning potential – competitive salary with performance-based commission.

✅ Remote work flexibility with a global team.