• Own the end-to-end program management of AI transformation initiatives across all functions. • Work directly within functions — Sales, Marketing, Product, Engineering, Finance, HR, Customer Support, Services — to identify the highest-leverage AI applications and drive their deployment into daily workflows. • Drive Illumia’s AI adoption to 100%, ensuring that adoption translates into measurable efficiency gains. • Own AI governance decisions for Illumia’s AI deployments, drawing on Legal, IT Security, and functional leaders as needed to ensure deployments are secure, compliant, and fit for purpose.

• Design and implement AI-powered solutions across CX tools like Zendesk, Salesforce, Rocketlane, Gong and Gainsight • Gather requirements from CX Operations leaders and stakeholders, documenting current-state workflows and translating business needs into technical specifications across the support lifecycle • Build and maintain integration AI solutions and workflows, including but not limited to system-to-system automations across Zendesk, Salesforce, and Gainsight • Build tools and automations for ticket routing, case summarization, sentiment analysis, knowledge base surfacing, and proactive churn signals • Develop internal APIs and scripts to streamline CX workflows and reduce manual effort for support teams • Integrate third-party AI platforms, including AI tools like Dust and automation platforms like Workato into the CX tech stack • Ensure systems are scalable, reliable, and well-documented • Stay current on AI trends and recommend relevant CX and support applications

• Build, hire, and mentor a high-performing organization of Applied AI Engineers. • Own the department charter, ROI performance, and technical best practices. • Own and manage the technical success of agentic AI deployments, ensuring systems are HIPAA-compliant, scalable, and deeply integrated with client EHR/EMR, CRM, and claims data systems. • Act as the primary technical executive for strategic enterprise accounts, translating complex business workflows into production-ready AI configurations. • Partner with Sales and Growth teams to lead technical discovery, underwrite high-ROI use cases, and drive expansion/upsell opportunities within existing accounts. • Collaborate with Platform Engineering and Product teams to turn field-derived configuration patterns into reusable components and platform improvements. • Oversee the design of robust data ingestion pipelines, real-time agent infrastructure, and output guardrails to ensure agents remain compliant and safe.

• Lead comprehensive discovery efforts, including interviews with internal stakeholders and cross‑functional teams, to identify where AI is desired, needed, and most impactful • Refine current ideas and uncover additional opportunities through discovery, research, and industry experience • Evaluate AI opportunities based on level of effort and business impact (e.g., revenue generation, cost savings, efficiency gains) • Develop and facilitate a prioritization framework and strategic AI roadmap • Craft and present a data‑driven AI strategy in executive‑ready PowerPoint presentations • Socialize and refine the strategy with senior leadership and the AI Committee • Design recommendations for an AI initiative tracking dashboard, including KPIs and success metrics • Develop an AI governance model, including RACI, operating standards, and decision frameworks • Create a project plan and roadmap, identifying risks, dependencies, and required change‑management activities