Customer Experience SME – Cloud and AI

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August 27

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Max Accelerate

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SaaS • Enterprise • Technology

Max Accelerate is a technology services company that specializes in empowering businesses through Enterprise Asset Management (EAM) solutions. With over 25 years of experience working with more than 150 companies globally, Max Accelerate offers tailored services, including project support, bid management, and partner enablement, all designed to optimize EAM investments and minimize costs. They also provide expertise in Red Hat technology and Cognos reporting, ensuring that their clients achieve maximum efficiency and reliability in their operations.

2 - 10 employees

☁️ SaaS

🏢 Enterprise

📋 Description

• Lead the design, development and optimization of self-service customer portals with AI-driven automation across Salesforce and external ecosystems. • Design, configure and enhance customer self-service portals using Salesforce Experience Cloud with guided service journeys. • Implement self-service automation and AI-driven workflows, integrating Einstein AI for proactive support and case resolution. • Develop and optimize AI-driven virtual agents and conversational chatbots integrated with Live Chat, WhatsApp and external messaging platforms. • Use NLP, machine learning and AI analytics to improve case deflection and automate customer support. • Work with Salesforce Flow, Omni-Channel Routing and process automation; integrate third-party AI tools, RPA and external APIs. • Monitor AI agent performance and customer engagement metrics; ensure data security, privacy and ethical AI practices. • Act as AI & Experience Cloud SME, working directly with customers, providing training, mentorship and gathering user feedback. • Stay ahead of emerging AI and Experience Cloud trends and evaluate new AI and automation tools to enhance customer experience.

🎯 Requirements

• 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 • 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 • 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

🏖️ Benefits

• ✅ 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.