• Product lead for Contact Center Generative AI, reducing average handle time by 7% in 2024. Leading a team of 8 direct reports and 100+ cross-functional team members to define and execute the product vision, crisp AI strategy, OKRs, and roadmap planning to ensure AI experiences are designed and built responsibly in a fast-paced and highly matrixed enterprise.

• Received an award for driving alignment across a diverse team of stakeholders, business partners, and other cross-functional units (legal, security, privacy, data science, engineering, product design, customer success, etc.) on strategic priorities. Incorporated user feedback in an iterative approach that resulted in a successful GA launch and adoption for a globally distributed frontline workforce.

• Ensure AI products adhere to ethical standards and regulatory requirements; conducted safety testing, and improved Gen AI response accuracy by utilizing SOTA innovations (fine-tuning, prompt chaining, AI agents, content moderation, RLHF, multi-modal, RAG, observability, LLM as a judge) into the roadmap for real-time listening, speech-to-text transcription, historical customer bio summarization, sentiment analysis, retention, conversational intelligence, and personalized sales recommendations.