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.
• Integrate Einstein AI and automation tools for 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 customer support.
• Implement chatbots integrated with Live Chat, WhatsApp, and messaging platforms.
• Work with Salesforce Flow, Omni-Channel Routing, and Process Automation.
• Integrate portals with third-party AI tools, RPA solutions, and APIs.
• Implement AI-powered predictive analytics to personalize customer experiences.
• Act as AI & Experience Cloud SME, mentoring clients and delivering training on AI/self-service portals.
• Gather feedback to improve AI models and workflows.
• Use Salesforce Data Cloud and analytics to drive automation improvements.
• Monitor AI agent performance and customer engagement.
• Ensure compliance with data security, privacy, and ethical AI practices.
• Stay updated on emerging AI and Experience Cloud trends and align AI strategies with business goals.

Requirements

• 2+ years of experience with Salesforce Experience Cloud & Service Cloud or equivalent self-service portal expertise.
• Hands-on experience with Einstein AI, NLP, chatbot development, and workflow automation.
• Expertise in Salesforce Flow, Omni-Channel Routing, and case automation.
• Familiarity with third-party AI, automation, and chatbot platforms outside Salesforce.
• Knowledge of API integrations, RPA tools, and machine learning-driven automation.
• Passion for customer experience, AI, and digital transformation.
• Comfort in direct client engagement.
• Strong problem-solving and analytical skills.
• Excellent communication and presentation skills, able to mentor customers.
• Quick learner, staying updated on the latest AI and self-service technologies.

Benefits

• Build a lead generation machine from the ground up – scalable system opportunity.
• Work with cutting-edge AI and automation tools.
• High earning potential – competitive salary with performance-based commission.
• Remote flexibility with a global team.

About the Company

Welcome to Max Accelerate, where we bring the world of technology together. Our services provide access to the best industry resources, technology, and partner services, uniting the global Enterprise Asset Management (EAM) community.

At Max Accelerate, we believe in collaboration and innovation, working with talented professionals globally. This synergy drives our mission to deliver unparalleled solutions in the EAM sector. We foster a dynamic and inclusive workplace that values growth and creativity. Join us to be part of a journey that transcends borders and shapes the future of technology.