Digital Transformation Specialist

5 days ago


Dubai, Dubai, United Arab Emirates MaxAccelerate Full time

About Digital Transformation at MaxAccelerate

We help businesses unlock their full potential through digital transformation. As a Digital Transformation Specialist, you will play a crucial role in driving innovation and excellence in our organization.

Job Overview

We are seeking a highly skilled Digital Transformation Specialist to join our team. In this role, you will be responsible for leading the design and development of self-service customer portals that integrate AI-driven automation across Salesforce and external ecosystems.

Main Responsibilities

  1. Lead Self-Service Portal Design & Development
    • Use your expertise in Salesforce Experience Cloud to design, configure, and enhance customer self-service portals.
    • Implement self-service automation and AI-driven workflows to improve customer interactions.
    • Ensure portals are intuitive, scalable, and personalized with guided service journeys.
    • Integrate Einstein AI and automation tools for proactive customer support and case resolution.
  2. AI-Powered Virtual Agents & Automation
    • Develop and optimize AI-driven virtual agents within Salesforce and external platforms.
    • Utilize Einstein AI, NLP, and machine learning to enhance case deflection and automate customer support.
    • Implement Conversational AI chatbots integrated with Live Chat, WhatsApp, and external messaging platforms.
    • Ensure AI agents learn from interactions to continuously improve customer responses.
  3. Cross-Platform AI Automation & 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.
    • Implement AI-powered predictive analytics to personalize customer experiences.
    • Act as an AI & Experience Cloud SME, guiding clients through their AI and automation journey.
    • Work directly with customers to understand their challenges and tailor AI/self-service solutions.
    • Provide training and mentorship to businesses on how to adopt and maximize AI-driven self-service portals.
    • Gather feedback from end-users to enhance AI models, workflows, and self-service functionalities.
    • Use Salesforce Data Cloud and AI analytics to drive data-backed automation improvements.
    • Continuously monitor AI agent performance and customer engagement metrics to optimize processes.
    • Ensure compliance with data security, privacy, and ethical AI practices.
  4. AI & Innovation Strategy
    • Stay ahead of emerging AI and Experience Cloud trends, ensuring cutting-edge solutions.
    • Work with internal teams to align AI automation with business and customer service objectives.
    • Evaluate and integrate new AI and automation tools to enhance customer experience.

Key Requirements

Technical Skills

  • 2+ years of experience in Salesforce Experience Cloud & Service Cloud (or equivalent self-service portal expertise).
  • 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.

Soft Skills & Experience

  • 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 to build impactful automation solutions.
  • 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.


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