# Customer Experience Cloud & AI SME

> MaxAccelerate · Dubai, United Arab Emirates (Remote) · — · Posted 2025-02-28

**Workplace:** remote

**Department:** www.kompetenza.com - Salesforce CRM

## 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.

## Apply

[Apply at MaxAccelerate](https://apply.workable.com/max-accelerate/j/5C7D76FA13/apply)

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