{"id":3317621,"url":"https://alion.io/job/inforesumeedge-customer-experience-cloud-ai-sme-2","title":"Customer Experience Cloud & AI SME","company":{"id":4403789,"name":"InfoResumeEdge","domain":"inforesumeedge.com","url":"https://alion.io/company/info-resume-edge","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["AE"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Machine Learning","optional":false},{"name":"NLP","optional":false},{"name":"Salesforce Data Cloud","optional":false},{"name":"Salesforce Flow","optional":false},{"name":"WhatsApp","optional":false},{"name":"Apex","optional":true}],"status":"live","first_seen_at":"2026-10-26T09:51:07Z","employer_posted_date":null,"last_verified_at":"2026-10-26T09:51:07Z","board_verified":false,"closed_at":null,"days_open":15,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":15},"description":"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.\nRole OverviewWe 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.\nThis 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.\nKey Responsibilities1. Develop & Optimize Self-Service Customer Portals\n\nDesign, configure, and enhance customer self-service portals using Salesforce Experience Cloud.\n\nImplement self-service automation and AI-driven workflows to improve customer interactions.\n\nEnsure portals are intuitive, scalable, and personalized with guided service journeys.\n\nIntegrate Einstein AI and automation tools for proactive customer support and case resolution.\n\n2. AI-Powered Virtual Agents & Automation\nDevelop and optimize AI-driven virtual agents within Salesforce and external platforms.\n\nUtilize Einstein AI, NLP, and machine learning to enhance case deflection and automate customer support.\n\nImplement Conversational AI chatbots integrated with Live Chat, WhatsApp, and external messaging platforms.\n\nEnsure AI agents learn from interactions to continuously improve customer responses.\n\n3. Cross-Platform AI Automation & Integration\nWork with Salesforce Flow, Omni-Channel Routing, and Process Automation to optimize service operations.\n\nIntegrate self-service portals with third-party AI tools, RPA solutions, and external APIs.\n\nImplement AI-powered predictive analytics to personalize customer experiences.\n\n4. Customer Engagement & AI Mentorship\nAct as an AI & Experience Cloud SME, guiding clients through their AI and automation journey.\n\nWork directly with customers to understand their challenges and tailor AI/self-service solutions.\n\nProvide training and mentorship to businesses on how to adopt and maximize AI-driven self-service portals.\n\nGather feedback from end-users to enhance AI models, workflows, and self-service functionalities.\n\n5. Data Intelligence & AI Performance Optimization\nUse Salesforce Data Cloud and AI analytics to drive data-backed automation improvements.\n\nContinuously monitor AI agent performance and customer engagement metrics to optimize processes.\n\nEnsure compliance with data security, privacy, and ethical AI practices.\n\n6. AI & Innovation Strategy\nStay ahead of emerging AI and Experience Cloud trends, ensuring cutting-edge solutions.\n\nWork with internal teams to align AI automation with business and customer service objectives.\n\nEvaluate and integrate new AI and automation tools to enhance customer experience.\n\nKey RequirementsTechnical Skills\n\n2+ years of experience in Salesforce Experience Cloud & Service Cloud (or equivalent self-service portal expertise).\n\nHands-on knowledge of Einstein AI, NLP, chatbot development, and automation workflows.\n\nExperience with Salesforce Flow, Omni-Channel Routing, and case automation.\n\nFamiliarity with third-party AI, automation, and chatbot platforms outside Salesforce.\n\nKnowledge of API integrations, RPA, and machine learning-driven automation.\n\nSoft Skills & Experience\n\nPassionate about customer experience, AI, and digital transformation.\n\nComfortable working directly with clients, understanding their self-service & AI needs.\n\nStrong problem-solving and analytical skills to build impactful automation solutions.\n\nExcellent communication & presentation skills, able to mentor and train customers.\n\nAbility to learn quickly and stay updated on the latest AI and self-service technologies.\n\nWhy Join Kompetenza R&D Work on cutting-edge AI & self-service portal\nOriginally posted on Himalayas","description_format":"text","description_chars":4265,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Arab Emirates","iso":"AE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","ERP & Business Management Software","Recruiting Software & ATS"],"lifecycle":[{"event":"open","at":"2026-10-27T05:31:30Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long 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