At a Glance
- Tasks: Lead the design and optimisation of self-service customer portals using AI-driven automation.
- Company: Join Kompetenza, a leading Salesforce partner with a focus on innovation.
- Benefits: Enjoy competitive salary, performance-based commission, and remote work flexibility.
- Other info: Be part of a global team and contribute to exciting projects in a dynamic environment.
- Why this job: Work with cutting-edge AI tools to transform customer experiences and drive digital engagement.
- Qualifications: 2+ years in Salesforce Experience Cloud and a passion for AI and customer experience.
The predicted salary is between 60000 - 80000 £ per year.
Location: Remote / UAE / Portugal
Company: Kompetenza
Department: AI & Service Cloud Development
Reports To: Director R&D
About Kompetenza
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.
Role Overview
We 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. This 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.
Key Responsibilities
- Develop & Optimize Self-Service Customer Portals: 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.
- AI-Powered Virtual Agents & Automation: 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.
- Cross-Platform AI Automation & Integration: 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.
- Customer Engagement & AI Mentorship: 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.
- Data Intelligence & AI Performance Optimization: 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.
- AI & Innovation Strategy: 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.
Key Requirements
- Technical Skills: 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.
- Soft Skills & Experience: 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.
Why Join Kompetenza R&D
- Work on cutting-edge AI & self-service portal
Why Join Kompetenza?
- Build a lead generation machine from the ground up – an exciting opportunity to create a scalable system.
- Work with cutting-edge AI and automation tools to optimize sales outreach.
- High earning potential – competitive salary with performance-based commission.
- Remote work flexibility with a global team.
Remote Customer Experience Cloud & AI SME in Slough employer: MaxAccelerate
At Kompetenza, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our remote positions allow for flexibility while working with cutting-edge AI and Salesforce technologies, providing ample opportunities for professional growth and mentorship. Join us to be part of a global team dedicated to transforming customer experiences and driving digital engagement in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Experience Cloud & AI SME in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MaxAccelerate. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MaxAccelerate before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Experience Cloud & AI SME in Slough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MaxAccelerate:Your cover letter is your chance to shine! Tell us why you want to work at MaxAccelerate specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MaxAccelerate!
How to prepare for a job interview at MaxAccelerate
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
