AI-Driven Tech Program Analyst for Support Ops

ProducePay; Pakistan; On-site; PKR 33,232,000 - 49,848,000; Full time

Job summary

Motive is seeking a Technical Program Analyst specializing in AI to drive automated and agent‑assisted support platforms for our Global Support Organization. You will design AI workflows and integrate with Sierra AI, Salesforce, and internal APIs to deliver efficient, scalable resolutions.

You will lead cross‑functional initiatives, monitor agent performance, and optimize customer satisfaction while expanding the capabilities of our AI-powered support ecosystem.

Qualifications

• 6+ years in a technology ops or contact center role.
• 2+ years hands-on with conversational AI platforms like Sierra and Salesforce integrations.
• Strong PM, analytical, and process‑mapping skills for optimizing support workflows.
• Deep Salesforce knowledge and ecosystem including 3rd party products.
• Ability to juggle priorities in a fast-paced environment and learn new tech quickly.
• Strong communication and stakeholder management.
• Certified Salesforce Administrator/Consultant preferred.
• AI-for-customer-support certifications preferred.

Responsibilities

• Learn business needs of the post-sales org and design AI agent flows and automations for efficient UX.
• Partner with cross-functional teams to integrate AI platforms with Salesforce and internal APIs.
• Monitor AI agent performance and iterate configurations to improve resolution and satisfaction.
• Support management goals through AI-first solutions.
• Triageday-to-day issues and edge cases for internal tools and customer AI workflows.
• Collaborate with Engineering and Vendors to implement actions and webhook integrations.
• Manage incoming tools/system access and configuration requests.
• Design end-to-end solutions from requirement gathering to post‑implementation validation.
• Participate in evaluating and selecting tech tools for post‑sales teams.

Skills

Project management

Analytical skills

Process mapping

Stakeholder management

Communication

Tools

Salesforce

Sierra AI

Third‑party integrations

Job description

Motive is seeking a Technical Program Analyst specializing in AI to drive automated and agent‑assisted support platforms for our Global Support Organization. You will design AI workflows and integrate with Sierra AI, Salesforce, and internal APIs to deliver efficient, scalable resolutions.

You will lead cross‑functional initiatives, monitor agent performance, and optimize customer satisfaction while expanding the capabilities of our AI-powered support ecosystem.