From the listing
About the role
Technology Program Analyst II - Support AI
Software Dev
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.
Members-only role.
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From the company page
Benefits
Work from anywhereComprehensive benefitsWorkspace stipendRetirementPaid holidaysPaid parental leave