From the listing
About the role
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system.
As a Technical Program Analyst specializing in AI, you will report to the Manager of Technology Operations and will be responsible for building, optimizing, and maintaining Motive’s AI-driven conversational support platforms, including Sierra AI, Salesforce, and Amazon Connect. We’re looking for a dynamic individual to drive a state-of-the-art automated experience rooted in Sierra and its surround
What you'll do
- Design conversational flows, prompts, and automations utilizing deep knowledge of AI agents to create efficient user experiences.
- Partner with cross-functional teams to integrate AI platforms with core systems like Salesforce and internal APIs.
- Monitor AI agent performance, analyze conversation transcripts, and iterate on system configurations to improve resolution rates.
- Triage day-to-day issues, edge cases, and unexpected bot behaviors for internal tools and customer-facing workflows.
- Partner with Engineering and vendors to implement, test, and troubleshoot custom actions and webhook integrations.
- Manage incoming tools/system access and configuration requests on an ongoing basis.
- Design solutions from requirement gathering through UATs and post-implementation validation.
- Participate in the evaluation and selection of technology tools used by the post-sales and support teams.
What they're looking for
- 6+ years of experience in a technology operations role or contact center operations.
- 2+ years of hands-on experience configuring and managing conversational AI platforms like Sierra.
- Strong understanding of Salesforce and third-party integrations.
- Strong project management, analytical, and process-mapping skills.
- Proven track record of optimizing customer support workflows through agentic AI.
- Strong communication and stakeholder management skills.
- Authorization to receive and access commodities controlled under U.S. Export Administration Regulations.
Nice to have
- Certified Salesforce Administrator/Consultant.
- AI-for-customer-support-centric certifications.
From the company page
Motive benefits
◉ Remote policy · in their words
“We are a remote-first organization made up of more than 3,000 employees located around the world. While some of our employees are more effective working remotely ... members also have the option to work on-site at any of our eight global office locations if they prefer.”
Pulled from their careers page · verified by Atlas
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