AI Operations & Conversational Platform Analyst

Motive Agency; Islamabad; On-site; PKR 2,000,000 - 3,000,000; Full time

Job summary

Motive seeks a Technical Program Analyst specializing in AI to build, optimize, and maintain Motive’s AI-driven conversational support platforms and its ecosystem, including Sierra AI, Salesforce, and Amazon Connect. You will drive an AI-first, enterprise‑scale experience rooted in modern automation and agent-assisted workflows.

You will design conversational flows, collaborate with cross-functional teams, monitor performance, and iterate configurations to improve resolution rates and customer

Qualifications

• 6+ years in a technology operations role or similar experience with contact center operations.
• 2+ years configuring and managing conversational AI platforms like Sierra, alongside Salesforce 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

Responsibilities

• Learn business needs of post-sales org and design conversational flows, prompts, and automations.
• Partner with cross-functional teams to integrate AI platforms with core systems like Salesforce and internal APIs.
• Monitor AI agent performance and iterate on configurations to improve resolution and satisfaction.
• Support management to accomplish technology and operational goals through AI-first solutions.
• Triage day-to-day issues and edge cases for internal tools and customer-facing workflows.
• Collaborate with Engineering and Vendors to implement, test, and troubleshoot AI workflows.
• Manage incoming tools/system access and configuration requests.
• Design solutions from requirements gathering through UAT and validation post-implementation.
• Participate in evaluating and selecting technology tools used by post-sales teams

Skills

AI platforms

Conversation design

Project management

Process mapping

Stakeholder management

Education

Salesforce Administrator certification

Salesforce Consultant certification

Tools

Sierra AI

Salesforce

Amazon Connect

APIs integration

Job description

Motive seeks a Technical Program Analyst specializing in AI to build, optimize, and maintain Motive’s AI-driven conversational support platforms and its ecosystem, including Sierra AI, Salesforce, and Amazon Connect. You will drive an AI-first, enterprise‑scale experience rooted in modern automation and agent-assisted workflows.

You will design conversational flows, collaborate with cross-functional teams, monitor performance, and iterate configurations to improve resolution rates and customer