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Customer Experience Cloud & AI SME at MaxAccelerate. 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.  . Company Location: Portugal.