**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.