• Responsible for the strategic and operational leadership of the technical delivery teams. • Drive the AI strategy across the organization, aligning with the enterprise roadmap and go-to-market approach. • Provide first-level supervision, coaching, and support to Professional Services staff, ensuring the highest level of technical expertise and support to customers. • Support the team in creating innovative technical designs to help acquire new customers and increase penetration within the existing customer base. • Support sales acquisition efforts and represent company solutions to prospective clients. • Influence product and process improvement initiatives by identifying and removing barriers, and modifying or enhancing current processes. • Lead AI strategy and enablement within a global SaaS organization, helping translate emerging AI capabilities into customer-relevant solutions and business value. • Define AI positioning, messaging, and target audiences, ensuring alignment between product capabilities, market needs, and go-to-market strategy. • Analyze AI SaaS performance and adoption metrics, including usage trends, customer adoption patterns, and broader market dynamics, to inform strategy and investment decisions. • Develop AI-focused content across the customer journey, including awareness, education, adoption, and value-realization materials. • Collaborate cross-functionally with corporate, product, marketing, and enablement teams to execute AI programs, campaigns, and customer engagement initiatives. • Build and lead high-performing teams, managing goals, delegating work, and empowering direct reports to make decisions. • Cultivate a culture of inclusivity, customer centricity, teamwork, and collaboration. • Develop and empower direct reports to take action. • Develop and implement long-term product strategies related to Contact Center services. • Provide strategic direction for Contact Center service offerings and packages globally. • Manage operational aspects of Professional Services, ensuring high-quality technical sales support and expertise for Contact Center solutions. • Lead the implementation of Professional Services Automation (PSA). • Provide expert-level knowledge in UCaaS and CCaaS, including IVR systems, email integrations, API integrations with CRM, and call flow design. • Act as an escalation point for critical Contact Center issues.