Customer Experience Cloud & AI SME

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 .

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.