Technology Program Analyst II - Support AI
Core
Build, optimize, and maintain AI-driven conversational support platforms and the supporting ecosystem for Motive's Global Support Organization.
Role type
Technical Program Analyst specializing in AI
Builds
Automated and agent-assisted customer support experiences rooted in Sierra and its surrounding technology stack
Domain
Customer Support / AI / Salesforce Ecosystem
Deliverable
production ML models | product features
Required skills
AI agent configuration, conversational flow design, prompt engineering, Salesforce ecosystem knowledge, third-party integrations, system monitoring, workflow optimization, requirement gathering, UAT management
Preferred skills
Salesforce Administrator/Consultant certification, AI-for-customer-support certifications
Technologies
Sierra, Salesforce, Amazon Connect, internal APIs
Responsibilities
Design conversational flows, prompts, and automations for efficient user experiences; Partner with cross-functional teams to integrate AI platforms with core systems; Monitor AI agent performance and iterate on configurations; Triage day-to-day issues and unexpected bot behaviors; Implement, test, and troubleshoot custom actions and webhook integrations; Manage incoming tools/system access and configuration requests
Seniority
Mid-Senior, hands-on IC
