CRM Analyst Senior, AI & Omni-Channel Solutions - Arizona State University

Job Profile:

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Max Pay – Depends on experience:

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

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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?

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: