Job Description

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

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.