Job description
Role Overview
Customer Experience Cloud & AI SME at Kompetenza, a Salesforce partner based remotely across UAE and Portugal. This role reports to the Director of R&D within the AI & Service Cloud Development department.
Company Overview
Kompetenza is a Salesforce partner with a Center of Excellence in Portugal. The company specializes in Salesforce FlexTeam solutions, Corporate Services Cloud, and Employer of Record (EOR) services. The mission is to help organizations transform customer experiences through intelligent self-service portals, AI automation, and digital engagement.
Role Purpose
Lead the design, development, and optimization of self-service customer portals while integrating AI-driven automation across Salesforce and external ecosystems. Work closely with clients, internal teams, and stakeholders to drive automation, improve user experience, and mentor organizations on AI adoption.
Key Responsibilities
Self-Service Portal Development
- 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.
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.
Cross-Platform Integration & Optimization
- 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.
- 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.
Customer Engagement & Mentorship
- Act as an AI and Experience Cloud SME, guiding clients through their AI and automation journey.
- Work directly with customers to understand their challenges and tailor AI and 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.
Strategy & Innovation
- 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.
- Ensure compliance with data security, privacy, and ethical AI practices.
Qualifications & Experience
- 2+ years of experience in Salesforce Experience Cloud and Service Cloud, or equivalent self-service portal expertise.
Skills & Competencies
Technical Skills
- Hands-on knowledge of Einstein AI, NLP, and chatbot development.
- 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
- Passionate about customer experience, AI, and digital transformation.
- Comfortable working directly with clients and understanding their self-service and AI needs.
- Strong problem-solving and analytical skills to build impactful automation solutions.
- Excellent communication and presentation skills, able to mentor and train customers.
- Ability to learn quickly and stay updated on the latest AI and self-service technologies.
Additional Information
- Remote work flexibility with a global team.
- Competitive salary with performance-based commission structure.
- Opportunity to work on cutting-edge AI and self-service portal solutions.