Digital Experience Specialist

Position Specific Responsibilities And Expectations

• Own the routine maintenance of AI agent knowledge base articles and actions, including accuracy audits, formatting updates, versioning, and alignment with current institutional policies, programs, and processes.
• Monitor student-facing AI agent performance across all lifecycle stages, including prospect, applicant, and current student, identifying coverage gaps, outdated content, or degraded response quality and resolving or escalating as appropriate.
• Maintain portal environments, such as Salesforce Experience Cloud, by keeping page content, navigation, component configurations, and resource links current and functional.
• Conduct regular quality assurance checks across digital experience touchpoints, documenting findings and coordinating with the Digital Experience Analyst on remediation.
• Triage and track logged AI agent failures or escalated student interactions, maintaining a record of issues and resolutions to support systemic pattern identification.
• Maintain system documentation, configuration records, and process change logs to ensure institutional knowledge is current and accessible.
• Perform routine data hygiene and integrity checks in support of AI and portal systems, flagging anomalies for review.
• Serve as the first point of contact for day-to-day platform questions from internal end-users, resolving routine issues and escalating complex ones appropriately.
• Lead assigned institutional initiatives and projects, including work that may extend beyond the position’s primary portfolio as organizational needs evolve.

UNITY ENVIRONMENTAL UNIVERSITY INSTITUTIONAL RESPONSIBILITIES

• Stay open to counterintuitive ideas and direct feedback.
• Work confidently with AI, digital tools, and emerging systems.
• Deliver results in a fast-paced, evolving environment.
• Communicate with clarity and consistency.
• Model integrity and professionalism in all aspects of work.
• Own the accuracy of your work.
• Demonstrate a commitment to sustainability in all aspects of work.

Qualifications

• Required: Experience in a technology, digital operations, or systems support role, preferably in higher education, admissions, or a student services environment. Demonstrated ability to perform quality assurance, content maintenance, and accuracy audits consistently and with strong attention to detail. Familiarity with CRM platforms, Salesforce preferred, and comfort working within structured digital systems and workflows. Working knowledge of AI concepts and tools, including conversational AI or chatbot platforms. Strong organizational skills with the ability to manage recurring maintenance tasks, track issues, and follow through on resolution. Effective written communication skills, with the ability to maintain clear documentation and process records. Valid Maine Driver's License with a good driving record.
• Preferred: Bachelor's degree in information systems, data analytics, communications, education, or a related field. Experience with Salesforce Experience Cloud or similar portal platforms. Experience with Salesforce Flow or similar automations. Familiarity with AI agent configuration, prompt management, or knowledge base authoring. Experience with Microsoft Excel, Google Sheets, or similar tools for data tracking and reporting.