Technology Program Analyst II (Amazon Connect)

2 Months ago • 3 Years + • Operations

Job Summary

Job Description

As a Technology Program Analyst II at Motive, you'll oversee systems and tools (Amazon Connect, Salesforce, Slack) supporting the Global Post Sales Organization. Responsibilities include collaborating with stakeholders to translate business needs into technical solutions, designing and optimizing processes, implementing support technology tools, managing tool access, developing Salesforce solutions, partnering with enablement teams, troubleshooting technical issues, streamlining workflows, building reports, and supporting cross-functional initiatives. You'll need experience with Salesforce Service Cloud, Amazon Connect, and front-end development (CSS/HTML, React, etc.).
Must have:
  • 3+ years in technology operations or similar role focused on contact center operations
  • Hands-on experience with Salesforce Service Cloud, Amazon Connect
  • Front-end development experience (CSS/HTML, React, Liquid, Bootstrap, JS)
  • Proven track record of implementing and improving tools for customer support
  • Strong project management and process improvement skills
Good to have:
  • Salesforce Administrator/Consultant certification

Job Details

Who we are:

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. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

As a Technical Program Analyst, you will report to the Senior Manager of Technology Operations and will be responsible for overseeing the systems and tools powering our Global Post Sales Organization, including, Amazon Voice, Salesforce, Slack, and others. We’re looking for an experienced, dynamic and growth-oriented individual to drive a state of the art agent experience that is rooted in Salesforce and it’s supporting ecosystem. You're a good fit if you have an interest and aptitude in understanding the business needs deeply and designing thoughtfully for not only efficiency, but also for the highest quality and scalability. You think about the customer and agent experience first as you think through solutions and help identify ways to drive improvements.

We’re looking for a results-driven Technical Program Analyst  with a passion for technology, process optimization, and improving customer and agent experiences. This role bridges the gap between technical capabilities and operational needs to ensure our support organization operates at peak efficiency.

What You’ll Do

  • Collaborate with stakeholders to understand the business needs of the support organization and translate them into actionable technical solutions.
  • Design, optimize, and automate processes to configure tools effectively, ensuring seamless agent and customer experiences.
  • Participate in the evaluation, selection, and implementation of support technology tools, including Amazon Connect, Salesforce Service Cloud, Salesforce Voice, Zendesk Help Center and related systems.
  • Front End Development Knowledge with experience in CSS/HTML, React, Liquid, Bootstrap and Js
  • Manage tool and system access requests, configurations, and troubleshooting, partnering with IT and engineering teams as needed.
  • Develop proof-of-concept solutions in Salesforce to support development efforts and assist in system integration.
  • Partner with Enablement teams to ensure agents are trained and ready to navigate new or updated tools effectively.
  • Triage and resolve technical issues for internal and external tools to minimize disruptions.
  • Work closely with Operations teams to streamline agent workflows and optimize support processes.
  • Build and automate tool-specific reporting to provide actionable insights for stakeholders.
  • Support cross-functional initiatives to improve systems, troubleshoot challenges, and drive efficiency.

What We’re Looking For

  • 3+ years of experience in a technology operations or similar role, with a strong focus on contact center operations.
  • Hands-on experience with Salesforce Service Cloud, Amazon Connect, Salesforce Voice, Zendesk or equivalent systems.
  • Front End Development experience with knowledge of CSS/HTML, React, Liquid, Bootstrap and Js.
  • Proven track record of implementing and improving tools and systems for customer support operations.
  • Certified Salesforce Administrator/Consultant (preferred).
  • Strong project management and process improvement skills, with a demonstrated ability to prioritize and manage multiple initiatives in a fast-paced environment.
  • Exceptional problem-solving skills and a passion for learning new technologies.
  • Ability to partner effectively with diverse teams and communicate clearly to drive results.
  • Knowledge of customer service operations, workflows, and reporting best practices.

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please review our Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology. 

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