Agentic Experience Specialist, Salesforce Platform

August 26

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

+5 more states

🏄 California – Remote 🌽 Illinois – Remote 🗽 New York – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote ☕ Washington – Remote

💵 $157.6k - $334.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤑 Sales

🦅 H1B Visa Sponsor

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Salesforce

WebsiteLinkedInAll Job Openings

SaaS • B2B • Artificial Intelligence

Salesforce is a leading cloud-based software company that provides a comprehensive customer relationship management (CRM) platform. The platform connects all company data and teams on an integrated, AI-driven system to improve sales, customer service, and marketing efforts. Salesforce offers scalable solutions for businesses of all sizes, including small and medium enterprises, and provides industry-specific solutions to modernize operations, save time, and reduce costs. Salesforce also offers educational resources through Trailhead and a wide selection of apps on AppExchange to extend its CRM capabilities.

10,000+ employees

Founded 1999

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

📋 Description

• As an Agentic Experience Specialist, you will be at the forefront of the evolution of user experience, specializing in crafting natural, effortless, and intuitive interactions between users and AI systems on the Salesforce platform. • Design communication patterns that are clear, context-aware, and rooted in trust. • Work directly with customers to design, implement, and optimize AI-powered solutions, ensuring every interaction feels like a natural extension of the customer relationship. • Create intelligent, brand-aligned behaviors for autonomous AI agents, enabling users to trust, understand, and confidently interact with AI-powered solutions. • Collaborate directly with customers to understand their unique business needs and current experience to design AI-driven solutions that optimize workflows while maintaining high customer satisfaction. • Conduct deep user research, including contextual inquiry, surveys, and analysis of existing chat and call transcripts, to understand user needs, behaviors, and pain points. • Synthesize research findings into user personas and "as-is" journey maps to identify opportunities for improvement within the customer experience. • Lead the design of next-generation conversational AI interfaces for the Salesforce platform, ensuring they are intuitive, human-centered, and aligned with the brand's voice. • Define the AI agent's persona and design comprehensive dialogue flows and conversation maps. • Focus on the design and implementation of voice interfaces, making them natural, empathetic, and responsive. • Create conversational prototypes using tools like Voiceflow or Botsociety to visualize, test, and refine interaction flows early in the design process. • Design and execute conversation-specific test cases covering primary flows, edge cases, and error scenarios. • Use a "Truth Curve" approach, using continuous testing and learning cycles to validate hypotheses with data rather than assumptions. • Work closely with cross-functional teams—including engineering, product management, and customer success—to ensure the successful implementation of conversational agents on the Salesforce platform. • Develop and maintain comprehensive design documentation to serve as a single source of truth for the AI's behavior. • Analyze user feedback and live conversational data to identify pain points and opportunities for continuous improvement. • Use data analytics to continuously refine the user experience, ensuring AI models evolve with customer demands.

🎯 Requirements

• Deep understanding of conversation design principles, NLU concepts (intents, utterances, entities), and human-to-human communication. • Strong user research and empathy skills, with a proven ability to design customer-centric AI solutions that focus on personalization and usability. • Experience with conversational prototyping tools (e.g., Figma, Botsociety, Voiceflow) and familiarity with prompt engineering for Large Language Models (LLMs). • Experience with Salesforce products, particularly Service Cloud, Einstein, Salesforce Flow, and Salesforce Voice, with a strong understanding of AI-powered automation. • Excellent writing and dialogue scripting abilities with a focus on clarity and brand alignment, paired with strong collaboration skills to work with cross-functional teams. • Ability to interpret conversation data and analytics to measure the success of interfaces and drive improvements.

🏖️ Benefits

• time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.