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At Max Accelerate, we're on a mission to revolutionize customer experiences through intelligent self-service portals and AI-driven automation. As an Experience Cloud Automation Expert, you'll play a crucial role in leading the design, development, and optimization of seamless customer interactions.
About Us
We're a Salesforce partner with a Center of Excellence in Portugal, specializing in Salesforce FlexTeam solutions, Corporate Services Cloud, and Employer of Record (EOR) services. Our team is dedicated to helping organizations transform customer experiences through AI-powered self-service portals and digital engagement.
Your Role
You'll be responsible for developing and optimizing self-service customer portals using Salesforce Experience Cloud, designing and configuring customer self-service portals, implementing self-service automation and AI-driven workflows to improve customer interactions, and ensuring portals are intuitive, scalable, and personalized with guided service journeys.
AI-Powered Virtual Agents & Automation
You'll 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, and ensure AI agents learn from interactions to continuously improve customer responses.
Cross-Platform AI Automation & Integration
You'll 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, and gather feedback from end-users to enhance AI models, workflows, and self-service functionalities.
Customer Engagement & AI Mentorship
You'll 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, and continuously monitor AI agent performance and customer engagement metrics to optimize processes.
Key Requirements
To succeed in this role, you'll need 2+ years of experience in Salesforce Experience Cloud & Service Cloud, 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, and passion for customer experience, AI, and digital transformation.
