CRM Analyst Senior, AI & Omni-Channel Solutions

Are you a CRM analyst who knows Salesforce backward and forward? 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?

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.

This is an in-person, hybrid position. You must be able to reliably commute to Scottsdale AZ.

• 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…