Technology Program Analyst II - Support AI

About the Role:

As a Technical Program Analyst specializing in AI, you will report to the Manager of Technology Operations and will be responsible for building, optimizing, and maintaining Motive’s AI-driven conversational support platforms, and the supporting ecosystem powering Motive’s Global Support Organization, including Sierra AI, Salesforce, Amazon Connect and others. We’re looking for an experienced, dynamic, and growth-oriented individual to drive a state-of-the-art automated and agent-assisted experience that is rooted in Sierra and its surrounding technology stack. You're a good fit if you have an interest and aptitude in understanding complex business workflows, configuring intelligent AI agents, and designing thoughtfully for operational efficiency, conversational quality, and enterprise scalability. You think about the customer journey and resolution accuracy first as you design AI-driven automations and identify opportunities for continuous platform improvement.

What You’ll Do:

• Learn about the business needs of the post-sales organization and utilize your deep knowledge of AI agents to design conversational flows, prompts, and automations that create the most efficient and natural user experience possible.
• Partner with cross-functional teams to integrate the AI platforms with core systems like Salesforce, internal APIs etc to enable seamless end-to-end resolution.
• Monitor AI agent performance, analyze conversation transcripts, and iterate on system configurations to improve resolution rates and customer satisfaction.
• Support the members of the management team to accomplish technology and operational goals through AI-first solutions.
• Triage day-to-day issues, edge cases, and unexpected bot behaviors that arise for both internal tools and customer-facing AI workflows.
• Partner with Engineering and Vendor to implement, test, and troubleshoot custom actions, webhook integrations, and new system workflows within AI platforms.
• Manage incoming tools/system access and configuration requests on an ongoing basis
• Design solutions and workflows that serve the needs of business and bring them to completion; from requirement gathering, through UATs and post-implementation validation
• Participate in the evaluation and selection of technology tools used by the post-sales/support teams

What We’re Looking For:

• 6+ years of experience in a technology operations role or similar experience with contact center operations
• 2+ years of hands-on experience configuring and managing conversational AI platforms like Sierra, alongside a strong understanding of Salesforce and third-party integrations.
• Strong project management, analytical, and process-mapping skills with a proven track record of optimizing customer support workflows through agentic AI.
• A deep and ever-improving understanding of Salesforce and the surrounding ecosystem, including 3rd party products
• Effectively juggled multiple priorities in a fast-paced, dynamic environment and has a passion for learning new technologies and quickly becoming the resident AI expert
• Strong communication and stakeholder management skills that partner effectively with different teams to drive results
• Preferred Certified Salesforce Administrator/Consultant
• Preferred AI-for-customer-support-centric certifications