• Drive AI-Powered Product Innovation • Define product vision and roadmaps for client solutions leveraging GenAI, LLMs (GPT-4, Claude, Llama, Gemini), RAG architectures, and Agentic AI frameworks • Lead end-to-end product lifecycle from ideation through launch for AI/ML products, ensuring alignment with client business objectives and KPIs • Develop compelling business cases by analyzing market opportunities, competitive positioning, and ROI projections for AI implementations • Lead Complex Data & Migration Initiatives • Oversee product strategy for large-scale data migration projects across cloud platforms (AWS, Azure, GCP) • Guide data product development including ingestion pipelines, transformation layers, governance frameworks, and consumption APIs • Ensure data quality, security, compliance, and observability across all deliverables • Champion Agile Delivery Excellence • Facilitate Agile ceremonies and maintain well-groomed backlogs with properly sized, technically detailed features and epics • Define sprint goals aligned with quarterly objectives and long-term product vision • Balance technical debt management with feature delivery, advocating for architectural improvements • Enable Cross-Functional Collaboration • Partner with client stakeholders, engineering teams, data architects, ML engineers, and UX designers to deliver integrated solutions • Translate technical capabilities into business value narratives tailored for different audiences, from developers to executive leadership • Conduct design thinking workshops, user research sessions, and gap analyses to uncover insights and validate product direction.

**Key Responsibilities include:** - Managing target segment configurations, overseeing data integrity - Partnering with the Senior Lifecycle Marketing Manager to develop and launch engaging email sequences, nurture campaigns, and triggered communications. - Working closely with Revenue Operations and the Marketing Technology team, the Marketing AI and Automations Lead turns complex marketing challenges into effective, scalable technical solutions. - Combining expert platform knowledge with cutting-edge strategic vision, this role stands as the organization's trusted authority on marketing automation and AI innovation.

• Support, design, build, manage, and configure solutions within customers’ managed platforms or services under SHI’s management. • Collaborate with internal teams, customers, and partners on projects and service improvement initiatives. • Monitor and optimize environments for optimal system performance. • Engage directly with customers through status updates, change requests, meetings, incident responses, and projects. • Track time and document work in SHI’s PSA system, submitting weekly timesheets. • Provide assistance to lower tiers when needed based on resource constraints. • Mentor and train lower tier engineering employees and service desk employees.

• Integrate Agentforce with the existing Coveo chatbot as an intelligence layer (conversational AI) (without replacing it). • Build AI support agents including **Case Viewer, Case Status, Escalate Case and Case Comment agents **to enable end-to-end case management in chat. • Connect agents to Salesforce using Flows/APIs to retrieve cases, fetch updates, and post comments. • Develop AI features such as **case summarization, suggested replies, and recommended knowledge articles**. • Create dashboards to analyze case trends, identify recurring issues, and flag high-risk accounts.****Lead the capstone project **to design and deliver an AI-powered support experience showcasing real business impact. • Explore indexing video transcripts so academy videos are surfaced based on their actual content, not just course descriptions.