Senior AI Support Platform Analyst

Motive; Pakistan; On-site; PKR 3,500,000 - 5,500,000; Full time

Job summary

Motive empowers the people who run physical operations with AI-driven support platforms and integrated tools. We are seeking a Technical Program Analyst specializing in AI to design, optimize, and maintain our AI-driven conversational systems powering our Global Support Organization.

The ideal candidate will have 6+ years in tech ops or contact center roles, 2+ years with Sierra and Salesforce integrations, and strong PM, analytics, and stakeholder skills to deliver scalable AI-first solutions.

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 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

Responsibilities

• 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

Skills

AI platforms

Salesforce integration

Project management

Process mapping

Stakeholder management

Technical operations

Tools

Sierra AI

Salesforce

Internal APIs

Job description

Motive empowers the people who run physical operations with AI-driven support platforms and integrated tools. We are seeking a Technical Program Analyst specializing in AI to design, optimize, and maintain our AI-driven conversational systems powering our Global Support Organization.

The ideal candidate will have 6+ years in tech ops or contact center roles, 2+ years with Sierra and Salesforce integrations, and strong PM, analytics, and stakeholder skills to deliver scalable AI-first solutions.