AI-Driven Support Operations Analyst

Motive; United States; Remote; USD 130,000 - 190,000; Full time

Job summary

Motive is seeking a Technical Program Analyst specializing in AI to design and optimize AI-driven conversational support platforms and the surrounding ecosystem (Sierra AI, Salesforce, Amazon Connect). You will collaborate with cross-functional teams to integrate AI with core systems and drive end-to-end resolution.

Responsibilities include monitoring AI agent performance, iterating configurations, and enabling automation that improves resolution rates and customer satisfaction.

Qualifications

• 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

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

Tech operations

Contact center operations

Project management

Stakeholder management

Communication

Learning new technologies

Tools

Salesforce

Sierra AI

Amazon Connect

Job description

Motive is seeking a Technical Program Analyst specializing in AI to design and optimize AI-driven conversational support platforms and the surrounding ecosystem (Sierra AI, Salesforce, Amazon Connect). You will collaborate with cross-functional teams to integrate AI with core systems and drive end-to-end resolution.

Responsibilities include monitoring AI agent performance, iterating configurations, and enabling automation that improves resolution rates and customer satisfaction.