Senior CRM Analyst, AI & Omni-Channel Solutions

Arizona State University

CRM Analyst Senior for AI & Omni-Channel Solutions at ASU, focusing on Salesforce and customer experience. Collaborating with stakeholders to deliver effective technology solutions.

Posted 7/25/2026full-timeScottsdale • Arizona • 🇺🇸 United StatesSenior💰 $80,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Salesforce solutions, data analysis, and operational transformation, with a strong focus on enhancing student and customer experiences through technology. Proven ability to define systems requirements and lead initiatives that drive measurable business value.

Highest-signal resume keywords

Salesforce ExperienceData AnalysisOperational TransformationKPI DefinitionContact Center Solutions

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisSalesforce DesignSalesforce IntegrationKPI DefinitionBusiness Systems Analysis

Soft Skills

Stakeholder CollaborationLeadership SupportProblem Solving

Tools & Technologies

Salesforce AgentforceService CloudEducation CloudExperience CloudMarketing CloudData CloudNICE CXoneCognigyProactive AIAutomation Platforms

Industry Keywords

CRMStudent ExperienceOperational TransformationTechnology TransformationConversational AI

Tech Stack

Tools & technologies

CloudETL

About the role

Key responsibilities & impact

Define systems requirements, make recommendations for technology selection, and perform moderately complex data analysis.
Translate student and operational needs into scalable, measurable, and supportable solutions.
Partner with business stakeholders, Salesforce administrators, contact center teams, ETL/data teams, vendors, technical teams, UX/research partners, and leadership.
Identify opportunities for improvement and help leadership understand the impact of investments in CRM, AI, contact center, and student experience.

Requirements

What you’ll need

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.
Experience leading or supporting complex product, CRM, Salesforce, business systems, student/customer experience, operational transformation, or technology transformation initiatives.
Strong Salesforce experience with the ability to design, assess, and guide Salesforce-enabled solutions.
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 defining KPIs, success metrics, adoption measures, ROI indicators, or business value measures.

Benefits

Comp & perks

Healthcare
Financial Security
Retirement
Family Resources
Tuition Reduction (Eligible ASU Employee, their dependents and spouse.)
Discounts the company provides