• Lead end-to-end technical implementations of our AI tools (both SaaS and on-premise solutions) for enterprise customers • Design and execute custom integrations with customer systems, APIs, databases, and existing workflows • Conduct technical discovery sessions to understand customer infrastructure, requirements, and business objectives • Build proof-of-concepts and pilot programs to demonstrate value and accelerate customer adoption • Troubleshoot complex technical issues and provide rapid solutions to maintain customer satisfaction • Partner with Sales teams to provide technical expertise during the sales cycle, including product demonstrations and solution design • Respond to RFPs, technical due diligence questionnaires, and security/compliance inquiries • Serve as the primary technical point of contact for key enterprise accounts during onboarding • Train customer teams on product capabilities, features, optimal usage patterns, and best practices • Create technical documentation, integration guides, API documentation, and best practice resources • Work with internal departments, vendors, and business partners to coordinate problem-solving effectively • Maintain deep expertise across our full suite of AI tools and stay current with product updates and industry trends • Gather and synthesize customer feedback to inform product development priorities and roadmap • Share customer insights, use cases, and technical learnings with internal Product and Engineering teams • Demonstrate personal responsibility and accountability by meeting project timelines and customer commitments • Effectively excel in a remote work environment through active participation in team meetings, standups, and cross-functional collaboration

• 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.