• Directs enterprise experience optimization and adoption for customer experience (CX) performance platforms to ensure technology investments translate into sustained operational value. • Leads the business-side strategy for adoption, governance, optimization, and value realization across platforms including Verint WFM, QM, AQM, Speech and Text Analytics, Performance Management, Operations Manager, telephony platforms, and future CX enablement tools. • Partners cross-functionally to align platform configuration, adoption practices, leader routines, and analytics to drive improved performance, visibility, compliance, productivity, and cost outcomes. • Develops and oversees the enterprise experience optimization and adoption operating model aligned with the Performance Enablement Organization (PEO) strategy and business objectives. • Defines governance routines, adoption gates, intake and prioritization processes, decision rights, escalation paths, and sustainment expectations across CX performance platforms. • Leads the business-side adoption and optimization lifecycle for Verint, telephony, and related CX platforms, ensuring business requirements, workflows, leader routines, training, change reinforcement, and readiness criteria are in place prior to go-live or relaunch. • Partners closely with PEO functional leaders (WFM, Quality, Training & Knowledge Management, Reporting & Insights and Vendor Management), CX leadership and technology teams to ensure standards are defined before configuration decisions and to prevent deploy-and-hand-off implementation patterns. • Establishes adoption gates and success measures for each platform and module, including usage, leader behaviors, process compliance, and business outcomes, and ensures relaunches address accumulated adoption debt such as shadow processes and inconsistent usage. • Builds trusted relationships with business, operations, and frontline leaders by translating platform capabilities into clear operational value tied to service levels, quality, productivity, coaching effectiveness, utilization, compliance, and cost performance. • Creates and enforces standards for tool usage, workflow design, configuration intent, release readiness, hypercare, and ongoing optimization while defining controlled exception models where business needs require flexibility. • Owns the optimization backlog in partnership with PEO functional leaders, CX leadership and technology teams, identifying drift, configuration misalignment, process gaps, and opportunities to improve adoption and performance. • Partners with Organizational Change Management, Training & Knowledge Management teams to equip CX leaders with practical enablement, reinforcement routines, job aids, and accountability expectations critical to sustaining adoption. • Defines and tracks adoption analytics and value realization metrics beyond training completion, partnering with Reporting & Insights teams to deliver dashboards and executive-ready updates that connect adoption progress to measurable performance outcomes. • Builds, leads, and develops a high-performing Experience Optimization & Adoption team, establishing role clarity, competencies, onboarding plans, operating rhythms, and a culture focused on accountability, collaboration, resilience, and measurable results.

• Define and own the overall service acceptance strategy, governance model, and execution roadmap • Lead and develop a global team of acceptance managers, test leads, and engineers across multiple regions • Establish validation standards, acceptance criteria, and structured test frameworks • Oversee execution of validation activities including regression, interoperability, and performance testing • Ensure acceptance processes meet defined performance requirements, SLAs, and compliance standards • Develop and implement automation strategies for regression and acceptance testing • Coordinate cross-functional teams to ensure alignment across system integration, deployment, and validation efforts • Manage engagement with external partners and ensure successful integration and validation across multiple systems • Drive defect tracking, root cause analysis (RCA), and resolution workflows to ensure high-quality outcomes • Ensure readiness documentation, test results, and acceptance artifacts are complete and auditable • Lead transition of accepted services into operational environments, ensuring stability and readiness • Provide executive-level reporting on acceptance progress, risks, and performance metrics • Drive continuous improvement of validation processes, frameworks, and operational efficiency

• Develop and implement the sales strategies required to grow the Managed Services business and cross sell services. • Grow business through development and delivery of support services, billable client consultations, and recurring revenue contracts. • Manage the end-to-end sales process for all opportunities including initial client communication, presentations, proposal submittal, negotiation of pricing and deal closing. • Develop market penetration plans and execute client contact strategies. • Drive the team to grow the pipeline by establishing and achieving lead generation, prospecting, and other sales goals. • Develop credibility with existing clients and ensure relationships are being maintained and grown. • Achieve monthly, quarterly, and annual sales targets. • Ensure renewal and expansion of current contracts. • Lead ongoing efforts to evolve and define new and value-added offerings and packages. • Develop business plan and manage P&L. • Set the operational vision, support, and mentor the operational leadership team to support network technology needs for clients. • Develop sales and support related procedures and deliverables in conjunction with operational teams to meet growth targets and create a sustainable Managed Services value proposition. • Oversee and support the execution. • Manage multiple concurrent support initiatives that are complex and unique in nature. • Analyze business processes and work with customers to determine and document business requirements and translate them into clear and concise technical specifications. • Determine opportunities for improvement in incident resolution process. • Direct technical staff to manage incidents using proven investigation and resolution techniques. • Set direction, drive change, align people, motivate, and inspire, recognize, and reward resources who are helping deliver / fulfill our client commitments. • Develop key organizational enablers - communicate, educate, coach, mentor, organize, define - relative to the core business processes to make our business successful. • Ensure the ongoing training and development of direct reports and their respective teams. • Guide and mentor operational leadership team supporting both in-house and outsourced staff allocation, hiring, offboarding, and performance reviews.

• Driving programmatic strategy and improved client performance by thinking beyond the brief, embrace innovation, plan future-proof, and push past the status quo • Embedding yourself and key programmatic team members deeply within our client’s engagement (internally and externally) to consistently deliver client first recommendations and ways of working efficiencies • Cultivating and maintaining successful, long term client relationships • Agile problem solving, exceptional storytelling, and communication skills both interpersonally and intrapersonally • Leading and mentoring team members, with the ability to provide both strategic and tactical feedback with ease and empathy • Promoting our core values and driving a positive work environment/culture