Customer Experience Cloud & AI SME

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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 outside Salesforce.
• Knowledge of API integrations, RPA, and machine learning-driven automation.
• 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.

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 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.
• 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.
• 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.
• 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.
• 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.