Remote Customer Experience Cloud & AI SME

Salary: £70,000 - 110,000 per year

Requirements

• We need at least 2 years of experience in Salesforce Experience Cloud and Service Cloud, or equivalent self-service portal expertise.
• We need hands-on knowledge of Einstein AI, NLP, chatbot development, and automation workflows.
• We need experience with Salesforce Flow, Omni-Channel Routing, and case automation.
• We need familiarity with third-party AI, automation, and chatbot platforms outside Salesforce.
• We need knowledge of API integrations, RPA, and machine learning-driven automation.
• We value a strong passion for customer experience, AI, and digital transformation.
• We need confidence working directly with clients to understand their self-service and AI needs.
• We need strong problem-solving and analytical skills to build impactful automation solutions.
• We need excellent communication and presentation skills to mentor and train customers.
• We need the ability to learn quickly and stay updated on the latest AI and self-service technologies.

Responsibilities

• We design, configure, and enhance customer self-service portals using Salesforce Experience Cloud.
• We implement self-service automation and AI-driven workflows to improve customer interactions.
• We ensure portals are intuitive, scalable, and personalized with guided service journeys.
• We integrate Einstein AI and automation tools for proactive customer support and case resolution.
• We develop and optimize AI-driven virtual agents within Salesforce and external platforms.
• We use Einstein AI, NLP, and machine learning to enhance case deflection and automate customer support.
• We implement conversational AI chatbots integrated with Live Chat, WhatsApp, and external messaging platforms.
• We ensure AI agents learn from interactions to continuously improve customer responses.
• We work with Salesforce Flow, Omni-Channel Routing, and process automation to optimize service operations.
• We integrate self-service portals with third-party AI tools, RPA solutions, and external APIs.
• We implement AI-powered predictive analytics to personalize customer experiences.
• We act as an AI and Experience Cloud SME, guiding clients through their AI and automation journey.
• We work directly with customers to understand their challenges and tailor AI and self-service solutions.
• We provide training and mentorship to businesses on how to adopt and maximize AI-driven self-service portals.
• We gather feedback from end users to enhance AI models, workflows, and self-service functionalities.
• We use Salesforce Data Cloud and AI analytics to drive data-backed automation improvements.
• We continuously monitor AI agent performance and customer engagement metrics to optimize processes.
• We ensure compliance with data security, privacy, and ethical AI practices.
• We stay ahead of emerging AI and Experience Cloud trends, ensuring cutting-edge solutions.
• We work with internal teams to align AI automation with business and customer service objectives.
• We evaluate and integrate new AI and automation tools to enhance customer experience.

Technologies

• AI
• API
• Cloud
• Flow
• Support
• Machine Learning
• RPA
• Salesforce
• Security
• DevOps

More

We are Kompetenza, a Salesforce partner with a Center of Excellence in Portugal. We specialize in Salesforce FlexTeam solutions, Corporate Services Cloud, and Employer of Record services, and our mission is to help organizations transform customer experiences through intelligent self-service portals, AI automation, and digital engagement. This role is part of our AI & Service Cloud Development department, reporting to the director of R&D, and it can be remote from the UAE, Portugal, or other locations. We offer the chance to work on cutting-edge AI and self-service portal solutions, with remote work flexibility, a global team, and high earning potential through a competitive salary with performance-based commission.

last updated 28 week of 2026