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 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