Agentic Experience Specialist, Salesforce Platform

Description
*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 behaviors for autonomous AI agents, enabling users to trust, understand, and confidently interact with AI-powered solutions that augment human productivity and creativity.

Your Impact

• 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 customer brand's voice. You will define the AI agent's persona and design comprehensive sample dialogue flows and conversation maps. You will also focus on the design and implementation of 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. You will design and execute conversation-specific test cases covering end user personas, flows, edge cases, and error scenarios. You'll also use a "Truth Curve" approach, using continuous testing and learning cycles to validate hypotheses with data rather than assumptions. You may also use WOZ (Wizard of Oz) testing approaches to rapidly test and collect feedback on desirable sample dialogues.
• Collaboration & Implementation: Work closely with cross-functional teams—including customers, engineering, product management, and customer success—to ensure the successful implementation of conversational agents on the Salesforce platform. You'll also develop and maintain comprehensive design documentation to serve as a 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. You'll use data analytics to continuously refine the user experience, ensuring AI models evolve with customer demands.

Required Qualifications

• Deep understanding of conversation design principles, NLU concepts (intents, utterances, entities), behavioral design, RAG (Retrieval-Augmented Generation), user experience design 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) and familiarity with prompt engineering for Large Language Models (e.g. effective prompt design techniques to drive desirable Large Language Models (LLMs) responses across a variety of use case scenarios).
• 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.
• Experience consulting directly with customers, with minimal oversight, and strong comfort presenting to varying levels of leadership and working teams using effective storytelling methods.

Preferred Qualifications

• Relevant certifications and/or experience in conversation design, AI voice interfaces, Salesforce Voice, Salesforce Strategy Design, Salesforce UI Design, Salesforce Lightning Design Systems 2.0 etc.
• Experience engaging with C-level executives to define AI and UX strategies for large-scale projects.
• Proven ability to both create and facilitate experience-based design workshops with customers to gather insights, shape product offerings, and drive rapid customer decision-making.
• Working understanding of agent-to-agent / agent-to-human ecosystems and familiarity with designing desirable hand-offs (for end users and customer employees).