Technology Program Analyst II - Support AI

Motive is a leading provider of AI-powered tools designed to enhance the safety, productivity, and profitability of physical operations. Our platform uniquely integrates safety, operations, and finance teams, enabling them to manage drivers, vehicles, equipment, and fleet expenses within a single system. Leveraging advanced AI, Motive delivers comprehensive visibility and control while automating routine tasks to reduce manual workloads. Serving nearly 100,000 customers—from Fortune 500 companies to small businesses—across diverse industries such as transportation, logistics, construction, energy, manufacturing, agriculture, retail, and the public sector, Motive is committed to innovation and operational excellence.

As a Technical Program Analyst specializing in AI, you will report to the Manager of Technology Operations. Your primary responsibility will be to build, optimize, and maintain Motive’s AI-driven conversational support platforms and the supporting ecosystem that powers our Global Support Organization. This includes working with Sierra AI, Salesforce, Amazon Connect, and other related technologies. The role requires a dynamic, growth-oriented professional who can design and configure intelligent AI agents, understand complex business workflows, and focus on operational efficiency, conversational quality, and scalability. You will prioritize the customer journey and resolution accuracy while continuously improving AI-driven automations.

Key Responsibilities:
- Understand the business needs of the post-sales organization and design conversational flows, prompts, and automations to create efficient, natural user experiences.
- Collaborate with cross-functional teams to integrate AI platforms with core systems such as Salesforce and internal APIs for seamless end-to-end resolution.
- Monitor AI agent performance, analyze conversation transcripts, and refine system configurations to enhance resolution rates and customer satisfaction.
- Support management in achieving technology and operational goals through AI-first solutions.
- Troubleshoot day-to-day issues, edge cases, and unexpected behaviors in both internal tools and customer-facing AI workflows.
- Work closely with Engineering and vendors to implement, test, and troubleshoot custom actions, webhook integrations, and new workflows within AI platforms.
- Manage incoming requests for tools, system access, and configuration on an ongoing basis.
- Design and deliver solutions and workflows from requirement gathering through user acceptance testing and post-implementation validation.
- Participate in evaluating and selecting technology tools used by post-sales and support teams.

Required Qualifications:
- Minimum of 6 years’ experience in technology operations or a similar role within contact center operations.
- At least 2 years of hands-on experience configuring and managing conversational AI platforms such as Sierra, with strong knowledge of Salesforce and third-party integrations.
- Proven project management, analytical, and process-mapping skills, with a track record of optimizing customer support workflows using AI.
- Deep and continually improving understanding of Salesforce and its ecosystem, including third-party products.
- Ability to manage multiple priorities in a fast-paced environment and a passion for quickly mastering new technologies to become an AI subject matter expert.
- Strong communication and stakeholder management skills to effectively collaborate across teams.

Preferred Qualifications and Additional Information:
- Certified Salesforce Administrator or Consultant credentials are preferred.
- Certifications focused on AI for customer support are a plus.
- Motive values diversity and inclusion, welcoming candidates from varied backgrounds and experiences.
- Candidates must be authorized under U.S. Export Administration Regulations to access controlled technologies.
- For U.S.-based roles, some positions may require signing a non-compete agreement, subject to applicable laws and exemptions.
- Interviews and training sessions may be conducted in person at one of Motive’s global offices.

Motive is committed to creating an inclusive workplace and is an equal opportunity employer. Candidates are encouraged to review our Candidate Privacy Notices available on our website.