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 Flex Team 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

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
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, Whats App, and external messaging platforms
Ensure AI agents learn from interactions to continuously improve customer responses
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
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
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
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.
Seniority level

Mid-Senior level
Employment type

Full-time
Job function

Other
Industries

IT Services and IT Consulting
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