Technology Program Analyst II - Support AI

Overview

Technical Program Analyst specializing in AI, responsible for building, optimizing, and maintaining Motive's AI-driven conversational support platforms and the supporting ecosystem for the Global Support Organization, including Sierra AI, Salesforce, Amazon Connect and others.

What you'll do

• Learn the business needs of the post-sales organization and design conversational flows, prompts, and automations for an efficient and natural user experience.
• Partner with cross-functional teams to integrate AI platforms with core systems such as Salesforce and internal APIs 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 management team in achieving technology and operational goals through AI-first solutions.
• Triage day-to-day issues, edge cases, and unexpected bot behaviors for internal tools and customer-facing AI workflows.
• Partner with Engineering and vendors to implement, test, and troubleshoot custom actions, webhook integrations, and new system workflows within AI platforms.
• Manage incoming tools and system access and configuration requests on an ongoing basis.
• Design solutions and workflows from requirement gathering through UATs and post-implementation validation.
• Participate in the evaluation and selection of technology tools used by post-sales and support teams.

What you'll need

• 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 such as Sierra.
• 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 continually improving understanding of Salesforce and the surrounding ecosystem, including third-party products.
• Ability to juggle multiple priorities in a fast-paced, dynamic environment and a passion for learning new technologies and becoming the resident AI expert.
• Strong communication and stakeholder management skills to partner effectively with different teams and drive results.

Nice to have

• Certified Salesforce Administrator or Consultant.
• AI-for-customer-support-centric certifications.

Details

• Location: Remote in Pakistan (Islamabad or Lahore).
• Must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.