Technology Program Analyst II (Salesforce Service Cloud)

As a Technology Program Analyst II at Motive, you will be responsible for enhancing the systems and tools within our Global Post Sales Organization. Your duties include collaborating with stakeholders to understand business needs, designing and optimizing tools for seamless operations, and managing tool configurations. You'll also work on automating processes, resolving technical issues, and building reports to provide actionable insights, ensuring the highest quality experiences for both agents and customers.

To qualify for the Technology Program Analyst II position at Motive, candidates should possess at least 3 years of experience in technology operations with a focus on contact center operations. Experience with Salesforce Service Cloud and Amazon Connect is essential. A Salesforce Administrator/Consultant certification is preferred, along with strong project management and problem-solving skills, as well as the ability to effectively communicate with diverse teams.

The Technology Program Analyst II at Motive plays a crucial role in enhancing customer satisfaction by ensuring that our support tools and systems are optimized for performance. By focusing on designing efficient processes and delivering integrated technical solutions, you'll contribute to smoother agent workflows, minimizing disruptions and enabling agents to provide exceptional support tailored to customer needs.

In the role of Technology Program Analyst II at Motive, you will work with a variety of tools including Salesforce Service Cloud, Amazon Connect, and Salesforce Voice. Additionally, you'll utilize other systems such as Slack to facilitate collaboration and communication, ensuring all tools are configured effectively to support the Global Post Sales Organization.

At Motive, the work environment for the Technology Program Analyst II is dynamic, collaborative, and inclusive. You will be part of a remote team that values diverse backgrounds and experiences. The company emphasizes a culture of support and innovation, allowing you to thrive while pursuing your passion for technology and improving operational efficiencies.

In answering this question, share specific projects you’ve worked on that involved Salesforce Service Cloud, highlighting your hands-on experience with its features and functionalities. Discuss how you’ve used the platform to improve customer interactions and streamline workflows, backing it up with measurable results where possible.

When answering this question, describe your methodology for identifying and resolving technical problems. Talk about the importance of thoroughly documenting issues, analyzing root causes, and collaborating with teams to implement effective solutions. Providing an example of a challenging troubleshooting experience would enhance your answer.

Discuss the techniques you employ to collect detailed business requirements, such as conducting stakeholder interviews, using surveys, or holding workshops. Emphasize the importance of clear communication and understanding user perspectives to ensure that the solutions you design effectively meet their needs.

Share specific examples where you implemented innovative process optimizations. Explain the initial process, the changes you made, and the outcomes. Highlight any tools or methodologies you used to measure efficiency improvements.

Detail your experience within contact center operations, including roles that you have held and tools you have used. Discuss how you understand contact center dynamics and how your contributions have enhanced both customer and agent experiences.

In your response, align your skills and interests with Motive's mission of safety and productivity. Express your excitement about contributing to digital transformations that enhance operational efficiency and support diverse industries. Also, mention your drive for continuous improvement.

When addressing this question, choose a project that highlights your leadership skills. Describe the project's objectives, your approach, the challenges encountered, and the results. Focus on how your actions led to improvements in processes or agent performance.

Discuss specific resources you use to keep abreast of new technologies, such as online courses, industry webinars, or participating in professional groups. Emphasize your commitment to continuous learning and applying new knowledge in practical ways within your work.

Describe your background in project management, mentioning methodologies you are familiar with, such as Agile or Waterfall. Discuss how you've applied project management principles to keep projects on track and deliver results, emphasizing your organizational and communication skills.

Explain your approach to prioritization, such as using task matrices or stakeholder input to determine urgency and importance. Share examples of how you have successfully managed competing tasks while meeting deadlines and maintaining quality standards.