• Develop customer relationships at multiple levels of the customer's organization to understand the customer's near- and long-term needs, preferences, alternate vendors, timing, and other restrictions/limitations • Using knowledge of the relevant Westinghouse products, develop commercial offers with, customer-specific value propositions – the right product at the right time at the right price • Collaborate with Global Product Management to set product strategy • Follow the project execution and customer interactions, and address customer issues • Aggregate financials, OE, pipeline growth, and MAS for all relevant product areas • Develop the business cases necessary to support the investment • Recommend price to capture maximum market value while delivering on business plan assumptions such as MAS; collaborate with sales to align on final price to customer • Engage on emergent customer issues, leading the team until project management is available and engaged, working with the collective team to develop technical and commercial solutions

• Author the project architecture design documents, including data flows, sequence diagrams and overall system architecture, that will drive the technical implementation of the solutions. • Work across business and IT teams to understand the current business and system capabilities and determine the desired state to define the overall technology strategy roadmap • Work closely with cross-functional teams, including business experts, technical business analysts, project managers, sales / account executives and data engineers to successfully implement client projects which reduce technology costs and solution redundancy. • Collaborate with Product Management to identify client-specific requirements that may translate into an existing standard product feature or a future feature on the Abacus product roadmap. • Define the solution architecture visions for designated components that describe the long-term goals as well as near-term needs of the client. • Provide mentorship to internal teams on business needs and use cases for seamless client implementation. Provide ongoing support to address questions and issues raised by the implementation team.

• Lead Technical & Business Discovery: Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos, and proofs of value that demonstrate Zendesk’s differentiated value. • Architect AI-Driven CX & ES Solutions: Translate advanced AI/ML capabilities (such as automation, conversational bots, predictive analytics, and orchestration) into clear, business-focused narratives for diverse audiences from IT to the C-suite. • Drive Technical Strategy Through the Sales Cycle: Own the end-to-end technical engagement, from qualification and design through pilot execution. • Integrate & Scale: Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation. • Collaborate & Influence: Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy. • Measure & Optimize Impact: Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement. • Champion AI Adoption: Collaborate with Customer Success to drive AI adoption through value realization initiatives.

• Interview Subject Matter Experts (SMEs) to extract content details and review technical written sections with SMEs for accuracy to ensure the inclusion of win strategies in the document and compliance with formats dictated in the Request for Proposal (RFP) • Work closely with the business development team to understand client requirements to develop customer-focused solutions that meet their needs • Work closely with the proposal manager, volume lead, and graphic artist to maintain strong coordination and open communication throughout the proposal development process to ensure content is responsive and compelling • Utilize proposal source files and other research methods to obtain information and pertinent material to write technical, management, past performance, executive summaries, and different proposal sections • Collect feedback during reviews, evaluate recommended revisions, and update drafts throughout the process • Translate complex information gathered into clear, concise, and persuasive content • Conduct intel research, gather data, and analyze and validate customer requirements and customer expression of need/interest • Participate in proposal kick-offs and proposal status meetings and help maintain the proposal schedule