Agentic Experience Specialist, Platform

Agentic Experience Specialist, Salesforce Platform — Salesforce

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• User Understanding & Customer Strategy: 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.
• Conversation & Interface Design: 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 voice interfaces, making them natural, empathetic, and responsive.
• Prototyping & Testing: 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, with continuous testing and learning cycles to validate hypotheses with data rather than assumptions.
• Collaboration & Implementation: Work with cross-functional teams—including engineering, product management, and customer success—to ensure successful implementation of conversational agents on the Salesforce platform. Develop and maintain comprehensive design documentation as the single source of truth for the AI\'s behavior.
• Monitoring & Optimization: Analyze user feedback and live conversational data to identify pain points and opportunities for continuous improvement. Use data analytics to refine the user experience, ensuring AI models evolve with customer demands.

• 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.

• 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.

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