CES Self-Service Specialist

The CES Self-Service Specialist role involves transforming self-service experiences through intelligent automation and AI personalization. They curate knowledge content, optimize chatbot performance, and ensure seamless customer journeys. This is a full-time hybrid position with a focus on Salesforce Knowledge Management, chatbot optimization, and content governance, leveraging generative AI and LLMs.

Requirements

• Fluency in English and Portuguese
• Experience with Salesforce Knowledge Base and ServiceNow
• Familiarity with generative AI and LLM-based chatbot models
• Strong analytical skills
• Understanding of consumer behavior and engagement strategies
• Excellent communication and writing skills
• Ability to work with cross-functional and global teams
• Knowledge of contact center operations and self-service platforms