AI Operations Program Analyst II

Motive; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Motive is seeking a Technical Program Analyst specializing in AI to design, optimize, and maintain its AI-driven conversational support platforms and ecosystem, including Sierra AI and Salesforce integrations. This role reports to the Manager of Technology Operations and focuses on delivering automated, agent-assisted experiences that scale across the Global Support Organization.

You will partner with cross-functional teams to implement AI-first solutions, monitor performance, and ensure

Qualifications

• 6+ years of experience in a technology operations role or similar focus on contact-center operations.
• Experience configuring and managing conversational AI platforms like Sierra; strong Salesforce knowledge.

Responsibilities

• Design conversational flows, prompts, and automations to optimize AI-driven support.
• Integrate AI platforms with Salesforce and internal APIs for end-to-end resolution.
• Monitor performance, analyze transcripts, and iterate configurations to improve resolution rates.

Skills

AI platforms

Project management

Analytical skills

Stakeholder management

Cross-functional collaboration

Tools

Sierra AI

Salesforce

APIs

Job description

Motive is seeking a Technical Program Analyst specializing in AI to design, optimize, and maintain its AI-driven conversational support platforms and ecosystem, including Sierra AI and Salesforce integrations. This role reports to the Manager of Technology Operations and focuses on delivering automated, agent-assisted experiences that scale across the Global Support Organization.

You will partner with cross-functional teams to implement AI-first solutions, monitor performance, and ensure