CRM Analyst Senior, AI & Omni-Channel Solutions

Job Profile:

Business and Data Analyst 3

Job Family:

Business and Data Analytics

Time Type:

Full time

Max Pay – Depends on experience:

$90,000.00 USD Annual

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:

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.

Job Profile Summary:
Defines systems requirements, makes recommendations for technology selection, and performs moderately complex data analysis to ensure data management objectives within a work unit are met.

Job Description:

Are you a CRM analyst who knows Salesforce backwards and forwards? Can you translate student and operational needs into scalable, measurable, and supportable solutions? Do you do your best work in a fast-paced, innovative, collaborative environment? Then apply today for this CRM Analyst Senior, AI & Omni-Channel Solutions opportunity!

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.

Want to know more about working at EdPlus? Click here!

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.

Essential Duties:

• 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 fricti