Customer Experience Cloud & AI SME

Responsibilities

• 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.
• Develop and optimize AI-driven virtual agents within Salesforce and external platforms.
• Utilize Einstein AI, NLP, and machine learning for case deflection and automated support.
• Implement Conversational AI chatbots integrated with Live Chat, WhatsApp, and external messaging platforms.
• Ensure AI agents learn from interactions to continuously improve response quality.
• 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.
• Guide clients through their AI and automation journey as a SME.
• Provide training and mentorship to businesses for the adoption of AI-driven self-service portals.
• Gather feedback to enhance AI models, workflows, and self-service functionalities.
• Use Salesforce Data Cloud and AI analytics to drive automation improvements.
• Monitor AI agent performance and customer engagement metrics for process optimization.
• Ensure compliance with data security, privacy, and ethical AI practices.
• Stay current with emerging AI and Experience Cloud trends and integrate new tools as needed.

Requirements

• 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
• Knowledge of API integrations, RPA, and machine learning automation
• Passionate about customer experience, AI, and digital transformation
• Comfortable working directly with clients
• Strong problem-solving and analytical skills
• Excellent communication & presentation skills
• Quick learner who stays updated on latest AI technologies

Benefits

• Build a lead generation machine from scratch – an opportunity to create a scalable system
• Work with cutting-edge AI and automation tools
• Competitive salary with commission potential
• Remote work flexibility with a global team

About the Company

Welcome to Max Accelerate, where we bring together the best technology, resources, and partner services, uniting the global Enterprise Asset Management (EAM) community. Our diverse, international team is committed to collaboration, creativity, and technological excellence. Join us to shape the future of technology, with innovation and inclusiveness at the heart of our expanding organization.