Customer Experience Cloud & AI SME

Job Title: Customer Experience Cloud & AI SMELocation: Remote / UAE / PortugalCompany: KompetenzaDepartment: AI & Service Cloud DevelopmentReports To: director R&DAbout KompetenzaKompetenza 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 OverviewWe 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 Develop & Optimize Self-Service Customer Portals Design, configure, and enhance customer self-service portals using Salesforce Experience CloudImplement self-service automation and AI-driven workflows to improve customer interactionsEnsure portals are intuitive, scalable, and personalized with guided service journeysIntegrate Einstein AI and automation tools for proactive customer support and case resolution AI-Powered Virtual Agents & AutomationDevelop and optimize AI-driven virtual agents within Salesforce and external platformsUtilize Einstein AI, NLP, and machine learning to enhance case deflection and automate customer supportImplement Conversational AI chatbots integrated with Live Chat, WhatsApp, and external messaging platformsEnsure AI agents learn from interactions to continuously improve customer responses Cross-Platform AI Automation & IntegrationWork with Salesforce Flow, Omni-Channel Routing, and Process Automation to optimize service operationsIntegrate self-service portals with third-party AI tools, RPA solutions, and external APIsImplement AI-powered predictive analytics to personalize customer experiences Customer Engagement & AI MentorshipAct 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 solutionsProvide training and mentorship to businesses on how to adopt and maximize AI-driven self-service portalsGather feedback from end-users to enhance AI models, workflows, and self-service functionalities Data Intelligence & AI Performance OptimizationUse Salesforce Data Cloud and AI analytics to drive data-backed automation improvementsContinuously monitor AI agent performance and customer engagement metrics to optimize processesEnsure compliance with data security, privacy, and ethical AI practices AI & Innovation StrategyStay ahead of emerging AI and Experience Cloud trends, ensuring cutting-edge solutionsWork with internal teams to align AI automation with business and customer service objectivesEvaluate and integrate new AI and automation tools to enhance customer experienceKey RequirementsTechnical 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 workflowsExperience with Salesforce Flow, Omni-Channel Routing, and case automationFamiliarity with third-party AI, automation, and chatbot platforms outside SalesforceKnowledge of API integrations, RPA, and machine learning-driven automationSoft 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 technologiesWhy Join Kompetenza R&D Work on cutting-edge AI & self-service portalBenefitsWhy 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.