Proven experience identifying, qualifying and shaping AI-led use cases across customer service, sales and marketing, including conversational and agentic AI, agent assist, automated quality, knowledge management, personalization and workflow orchestration, together with experience leading RFI/RFP responses and creating compelling solutions and proposals. Working knowledge of leading CCaaS, CRM, customer data, marketing automation and AI platforms, such as Salesforce, Zendesk, AWS, Genesys Cloud, Google CCAI and NICE CXone, and the ability to explain how they integrate within a modern customer engagement architecture.