Technology Program Analyst Ii

Description:

As a Technical Program Analyst, you will report to the Manager of Technology Operations and will be responsible for overseeing the systems and tools powering our Global Post-Sales Organization, including Amazon Connect, 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 its supporting ecosystem. You're a good fit if you have an interest and aptitude in understanding the business needs deeply and designing thoughtfully for efficiency, 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.

What You’ll Do
 

• Learn about the business needs of the post-sales organization and utilize your deep knowledge of technology to design processes and automation to create the most efficient tool configuration possible
• Participate in the evaluation and selection of technology tools used by the post-sales teams
• Support the members of the management team to accomplish technology goals
• Manage incoming tools/system access and configuration requests
• Triage day-to-day issues that arise for internal and external tools
• Partner with IT and engineering to implement and troubleshoot new processes and workflows
   

What We’re Looking For
 

• 3+ years of experience in a technology operations role or similar experience with contact center operations knowledge
• A deep and ever-improving understanding of Salesforce and the surrounding ecosystem, including 3rd party products
• Strong project management and process improvement skills
• Effectively juggled multiple priorities in a fast-paced, dynamic environment and has a passion for learning new technologies and quickly becoming the resident expert
• Strong communication that partners effectively with different teams to drive results
• Proven experience implementing and improving systems powering customer support
• Preferred Certified Salesforce Administrator/Consultant