CRM Analyst Senior, AI & Omni-Channel Solutions

Arizona State University•Scottsdale, AZ

1d•$80,000 - $90,000•Hybrid

About The Position

ASU EdPlus is a dynamic unit of Arizona State University focused on the design and scalable delivery of digital teaching and learning models to increase student success and reduce barriers to achievement in higher education. We advance the economic, social, cultural, and overall health of the local, national, and international communities served by ASU. We are seeking a Salesforce-fluent, platform-agnostic CRM Analyst Senior, AI & Omni-Channel Solutions to join our Customer Relationship Management team within the Product & UX Technology area. Every day you will make a difference in the lives of others by helping shape, design, and manage technology solutions that improve the student and staff experience across Salesforce, AI, contact center, automation, integrations, and data-enabled operations. This role requires strong Salesforce experience, but it is not limited to Salesforce solutioning. You will need to understand Salesforce deeply enough to design scalable CRM solutions, recognize platform strengths and limitations, and determine when Salesforce, Agentforce, NICE CXone, Cognigy, Proactive AI, a custom integration, process improvement, or another vendor solution is the best fit. You will partner with business stakeholders, Salesforce administrators, contact center teams, ETL/data teams, vendors, technical teams, UX/research partners, and leadership to translate student and operational needs into scalable, measurable, and supportable solutions. You also will be responsible for using data, analytics, user feedback, adoption metrics, operational performance, and ROI indicators to assess whether technology solutions deliver measurable value. You will monitor product effectiveness post-launch, identify opportunities for improvement, and help leadership understand the impact of investments in CRM, AI, contact center, and student experience. As a Salesforce-fluent, platform-agnostic product leader, you will start with the student experience, business outcome, process need, data readiness, analytics strategy, and operational support model before recommending a technology approach. NOTE: This is an in-person, hybrid position. You must be able to reliably commute to Scottsdale, AZ.

Requirements

Bachelor's degree and five (5) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
Strong Salesforce experience with the ability to design, assess, and guide Salesforce-enabled solutions while recognizing when another platform, vendor product, AI tool, integration, or process improvement may better solve the business problem.
Experience defining KPIs, success metrics, adoption measures, ROI indicators, or business value measures and using product performance, user feedback, operational data, and business outcomes to evaluate whether tools and solutions are working.
Demonstrated ability to simplify complex CRM, AI, contact center, data, and operational concepts; facilitate decision-making; and align technical, vendor, operational, and leadership stakeholders around measurable student and business outcomes.
Experience translating business needs into product requirements, user stories, acceptance criteria, process flows, data needs, release priorities, and stakeholder-ready recommendations.

Nice To Haves

Bachelor’s degree or higher in a related field.
Experience leading or supporting complex product, CRM, Salesforce, business systems, student/customer experience, operational transformation, or technology transformation initiatives.
Experience with Salesforce Agentforce, Service Cloud, Education Cloud, Experience Cloud, Marketing Cloud, Data Cloud, Flow, Omni-Channel, reports/dashboards, permissions, or Salesforce integration patterns.
Experience with NICE CXone, Cognigy, Proactive AI, Insync AI, Apten AI, or similar contact center, conversational AI, automation, or student/customer experience platforms.
Experience identifying and implementing AI-enabled operational workflows, automation opportunities, conversational AI, virtual agents, proactive outreach, knowledge management, case management, journey orchestration, intelligent tooling, or contact center optimization.
Experience in higher education, student services, enrollment, admissions, advising, financial aid, learner support, or student lifecycle management.
Experience evaluating vendor products, proofs of concept, pilots, platform options, build-vs-buy decisions, ETL/data needs, reporting requirements, analytics tools, or relevant Salesforce/product/agile/AI/UX/contact center certifications.

Responsibilities

Own and manage solution priorities, initiative planning, and delivery coordination for CRM, AI, contact center, and student experience technology initiatives.
Lead discovery and translate business goals, student needs, staff workflows, and operational pain points into product requirements, user stories, acceptance criteria, process flows, journey maps, and implementation priorities.
Evaluate Salesforce and non-Salesforce solution options objectively, recommending approaches based on student experience, business value, scalability, integration complexity, data readiness, cost, risk, supportability, ROI, and long-term maintainability.
Partner with Salesforce administrators, developers, architects, vendors, ETL/data teams, contact center teams, UX/research partners, business stakeholders, and leadership to design feasible, scalable, and supportable solutions.
Identify, design, and implement AI-enabled operational workflows, automation opportunities, workflow orchestration, omni-channel experiences, and intelligent tooling across support operations and student/customer workflows to improve scalability, reduce friction, and support broader organizational AI transformation initiatives.
Support solution design and optimization across Salesforce, Agentforce, NiCE CXone, Cognigy, Proactive AI, integrations, routing, reporting, student communications, case support, knowledge use, escalation, and human handoff.
Define success measures, adoption metrics, performance indicators, and ROI expectations for CRM, AI, contact center, workflow transformation, and student experience initiatives.
Monitor product performance, adoption, usage trends, student/staff feedback, operational outcomes, and business impact after launch to identify root causes, risks, friction points, underused capabilities, and improvement opportunities.
Create or partner on reports, dashboards, scorecards, and data visualizations that communicate product health, adoption, operational trends, student impact, risks, and ROI to stakeholders and leadership.
Ensure technology solutions include appropriate documentation, testing, UAT, reporting, alerting, governance, adoption plans, and production support models.
Assume or coordinate other duties or projects as assigned or directed.