Agentic Experience Specialist, Salesforce Platform

Salesforce, Inc..; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology company is seeking an Agentic Experience Specialist in London to craft intuitive AI-driven interactions. Your role focuses on enhancing user experiences through well-designed conversational interfaces and collaborating closely with clients to optimize their needs. You will utilize cutting-edge tools and methodologies to ensure every interaction aligns with customer expectations and drives satisfaction.

Qualifications

• Deep understanding of conversation design principles and human-to-human communication.
• Strong user research and empathy skills for customer-centric AI solutions.
• Experience with conversational prototyping tools and familiar with prompt engineering.
• Experience with Salesforce products, particularly Service Cloud and Einstein.
• Excellent writing and dialogue scripting abilities for clarity and brand alignment.
• Ability to interpret conversation data and analytics for interface improvements.

Responsibilities

• Collaborate to understand business needs and design AI-driven solutions.
• Lead design of conversational AI interfaces that are intuitive and human-centered.
• Create conversational prototypes to test and refine interaction flows.
• Work with cross-functional teams for implementation of conversational agents.
• Analyze user feedback and data for continuous improvement.

Skills

Conversation design principles

User research

Customer-centric AI solutions

Conversational prototyping tools

Collaboration skills

Data analytics

Education

Relevant certifications in conversation design

Tools

Figma

Botsociety

Voiceflow

Job description

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 brand's voice. You will define the AI agent's persona and design comprehensive 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 primary 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.

• Collaboration & Implementation: Work closely with cross-functional teams—including 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), 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.
  

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.

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