Description:
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, and related systems.
- 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, or equivalent systems.
- 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.