Overview
Agentic Experience Specialist, Salesforce Platform – Software CRM (Customer Relationship Management). Specialista Senior / Project Manager.
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
About the Role
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. This role is pivotal in humanizing the power of AI by designing communication patterns that are clear, context-aware, and rooted in trust. You will work directly with customers to design, implement, and optimize AI-powered solutions, ensuring every interaction feels like a natural extension of the customer relationship. Your goal is to create intelligent, brand-aligned behaviours for autonomous AI agents, enabling users to trust, understand, and confidently interact with AI-powered solutions that augment human productivity and creativity.
Responsibilities
* User Understanding & Customer Strategy: Collaborate directly with customers to understand their 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 findings into user personas and as-is journey maps to identify opportunities for improvement.
* Conversation & Interface Design: Lead the design of next-generation conversational AI interfaces for the Salesforce platform, defining the AI agent's persona and dialogue flows. Include voice interfaces to be natural, empathetic, and responsive.
* Prototyping & Testing: Create conversational prototypes using tools like Voiceflow or Botsociety to visualize, test, and refine interaction flows. Design and execute test cases covering primary flows, edge cases, and errors. Apply a Truth Curve approach for continuous testing and learning with data-driven validation.
* Collaboration & Implementation: Work with engineering, product management, and customer success to ensure successful implementation of conversational agents on the Salesforce platform. Develop and maintain design documentation as a single source of truth for AI behavior.
* Monitoring & Optimization: Analyze feedback and live data to identify pain points and opportunities for improvement. Use analytics to refine the user experience and evolve AI models with customer demands.
Required Qualifications
* Deep understanding of conversation design principles, NLU concepts (intents, utterances, entities), and human-to-human communication.
* Strong user research and empathy skills with ability to design customer-centric AI solutions focused 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, plus collaboration skills to work with cross-functional teams.
* Ability to interpret conversation data and analytics to measure success and drive improvements.
Preferred Qualifications
* Relevant certifications and/or experience in conversation design, AI voice interfaces, or Salesforce Voice.
* Experience engaging with C-level executives to define AI and UX strategies for large-scale projects.
* Proven ability to facilitate experience-based design workshops with customers to gather insights and shape product offerings.
* LI-Y
Benefits & Culture
Unleash Your Potential. When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.
Accommodations
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? Salesforce believes in equality for all and aims to be inclusive and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. Recruiting, hiring, and promotion decisions are based on merit, and apply to compensation, benefits, promotions, transfers, and training as well.
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