CES Self Service Senior Specialist

About this role

Position Snapshot Location: Braga or Lisbon (Portugal) Company: Nestlé Business Solutions (NBS) Full-time/Hybrid (2 days in the office per week according to our internal policy) Languages: Fluent in English and Portuguese About us Nestlé Business Solutions (NBS) is at the heart of the Nestlé Group . We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals

We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world. We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment. If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS! At Nestlé Business Solutions (NBS), diversity and inclusion are core values

If you have any special needs, count on us to adapt your position. Position Summary A Senior Consumer Engagement Performance Self-Service Specialist plays a strategic leadership role in transforming the self-service experience through advanced automation and AI-driven personalization. Leveraging generative AI and data-driven insights, this role drives the evolution of knowledge ecosystems, chatbot intelligence, and end-to-end digital consumer journeys

This position is responsible for defining best practices, influencing global standards, and ensuring scalable, high-impact self-service solutions across markets. A Day in the life of... • Salesforce Knowledge Management: Lead the strategy, governance, and continuous optimization of knowledge articles within Salesforce, ensuring high-quality, scalable content that supports both human agents and AI-powered chatbots

Design content frameworks optimized for large language models (LLMs) and semantic search. • Chatbot

Apply for this role on Nestle’s official careers site.