Senior Customer Experience Cloud & AI Subject Matter Expert – Salesforce & Automation – brighthush

About brighthush

brighthush is a leading Salesforce partner that thrives on transforming the way businesses engage with their customers. With a dedicated Center of Excellence in Portugal, we specialize in delivering Salesforce FlexTeam solutions, Corporate Services Cloud, and Employer of Record (EOR) services. Our mission is to empower organizations to create intelligent, self‑service experiences that drive loyalty, reduce friction, and unlock new revenue streams.

Why brighthush?

At brighthush, we don’t just implement technology – we architect future‑ready customer journeys. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. We invest heavily in continuous learning, offering access to Salesforce Trailhead, AI labs, and industry conferences. Our teams work in an open, agile environment where ideas are welcomed, experimentation is encouraged, and success is celebrated together.

Role Overview

We are seeking a Senior Customer Experience Cloud & AI Subject Matter Expert to lead the design, development, and optimization of self‑service customer portals while integrating AI‑driven automation across Salesforce and external ecosystems. This role is pivotal in shaping how our clients interact with their customers, ensuring that every touchpoint is intuitive, personalized, and powered by the latest AI capabilities.

Key Responsibilities

• Design & Optimize Self‑Service Portals
  • Architect customer self‑service portals using Salesforce Experience Cloud, ensuring scalability and a seamless user experience.
  • Implement self‑service automation and AI‑driven workflows to streamline customer interactions and reduce support tickets.
  • Leverage Einstein AI and other automation tools to provide proactive support and intelligent case resolution.
  • Incorporate guided service journeys, personalization, and contextual help to enhance user satisfaction.
• Develop AI‑Powered Virtual Agents & Automation
  • Create and refine AI‑driven virtual agents within Salesforce and on external platforms.
  • Utilize Einstein AI, NLP, and machine learning to increase case deflection rates and automate routine support tasks.
  • Deploy conversational AI chatbots across Live Chat, WhatsApp, and other messaging channels.
  • Implement continuous learning loops so AI agents improve from each interaction.
• Cross‑Platform AI Integration
  • 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.
  • Deploy AI‑powered predictive analytics to personalize customer experiences and anticipate needs.
• Customer Engagement & AI Mentorship
  • Serve as the go‑to AI & Experience Cloud SME, guiding clients through their AI and automation journey.
  • Collaborate directly with customers to understand challenges and tailor AI/self‑service solutions.
  • Deliver training and mentorship programs to help businesses adopt and maximize AI‑driven portals.
  • Collect end‑user feedback to refine AI models, workflows, and portal functionalities.
• Data Intelligence & Performance Optimization
  • Leverage Salesforce Data Cloud and AI analytics to drive data‑backed automation improvements.
  • Monitor AI agent performance and customer engagement metrics, iterating to achieve optimal results.
  • Ensure compliance with data security, privacy, and ethical AI practices.
• Innovation Strategy
  • Stay ahead of emerging AI and Experience Cloud trends, ensuring cutting‑edge solutions for clients.
  • Collaborate with internal teams to align AI automation with business and customer service objectives.
  • Evaluate and integrate new AI and automation tools to continuously enhance the customer experience.

Essential Qualifications

• Minimum 2+ years of hands‑on experience with Salesforce Experience Cloud & Service Cloud or equivalent self‑service portal expertise.
• Deep knowledge of Einstein AI, NLP, chatbot development, and automation workflows.
• Proficiency in Salesforce Flow, Omni‑Channel Routing, and case automation.
• Experience integrating third‑party AI, automation, and chatbot platforms outside Salesforce.
• Strong understanding of API integrations, RPA, and machine learning‑driven automation.

Preferred Qualifications

• Salesforce certifications such as Experience Cloud Consultant, Service Cloud Consultant, or Einstein Analytics.
• Experience leading AI strategy workshops or digital transformation initiatives.
• Background in data science or analytics, with a focus on customer behavior modeling.
• Knowledge of regulatory frameworks related to AI ethics, data privacy, and compliance.

Soft Skills & Personal Attributes

• Passionate about customer experience, AI, and digital transformation.
• Excellent communication and presentation skills, capable of mentoring and training clients.
• Strong problem‑solving and analytical mindset, with a knack for turning complex challenges into elegant solutions.
• Comfortable working directly with clients, understanding their needs, and translating them into technical requirements.
• Rapid learner who stays updated on the latest AI and self‑service technologies.

What We Offer

At brighthush, we believe in rewarding talent with more than just a paycheck. You’ll enjoy:

• Competitive Salary & Performance Bonuses aligned with industry standards.
• Comprehensive Health, Dental, and Vision Insurance plans.
• Generous Paid Time Off (PTO) and flexible working arrangements to support work‑life balance.
• Access to Salesforce Trailhead, AI labs, and continuous learning resources.
• Opportunities for career advancement within a growing, global organization.
• Participation in innovation hackathons, industry conferences, and knowledge sharing sessions.

Career Growth & Learning Opportunities

As a senior SME at brighthush, you’ll:

• Lead cross‑functional projects that shape the future of customer experience.
• Mentor junior consultants and contribute to our internal knowledge base.
• Collaborate with product teams to influence the roadmap of Salesforce Experience Cloud and AI tools.
• Earn advanced certifications and attend specialized training programs.
• Explore leadership tracks, from technical lead to solution architect or product owner.

Our Culture

We foster an environment where curiosity thrives, ideas are challenged, and collaboration is the norm. Our teams work in agile squads, celebrate wins together, and are encouraged to experiment with new technologies. Diversity, equity, and inclusion are core values that guide every decision we make.

How to Apply

Ready to take the next step in your career? Join brighthush and help shape the future of customer experience with AI and Salesforce. Click the link below to submit your application and start a conversation with our hiring team.