• Provide technical configuration, best practice guidance and customized training to customers for the CXOne Agent products • Assist customers to achieve desired business outcomes and ROI for implemented products • Engage internal product management organizations as necessary to ensure customer requirements are prioritized and incorporated into product roadmaps • Maintain expertise and currency in industry leading contact center methodologies, processes, and technologies surrounding the use of Agent products • Serve in a consultative capacity with the CXone project team, driving a successful customer/partner engagement lifecycle, ensuring appropriate internal resources are engaged as needed • Manage assigned case load in Salesforce to ensure customer SLAs are satisfied

• Own the technical success and ongoing optimization of a portfolio of customers, serving as the primary technical point of contact and trusted advisor throughout their Vic.ai journey. • Analyze customer data to uncover trends, identify opportunities, and deliver actionable recommendations. • Translate technical findings into clear business insights for both technical and non-technical audiences. • Become a subject matter expert on the Vic.ai platform and customer workflows. • Configure and optimize customer environments, including managing configuration updates and integration changes within AIPass. • Partner with customers to improve business processes and maximize platform adoption. • Troubleshoot complex customer issues, coordinating with Product and Engineering as needed. • Use AI-powered tools and analytics platforms to improve efficiency and enhance customer outcomes. • Develop best practices, documentation, and repeatable processes that improve the customer experience. • Collaborate with Product, Engineering, and Implementations to advocate for customer needs and influence product improvements. • Stay current on emerging AI technologies and identify opportunities to leverage them internally and with customers.

• Partner with business leaders and teams to identify productivity, automation, and knowledge-management opportunities • Conduct interviews, workshops, and assessments to gather and document AI use cases • Evaluate opportunities based on business impact, feasibility, risk, and organizational readiness • Develop business cases and recommendations for prioritization and investment • Collaborate with technology leadership to maintain an enterprise AI opportunity roadmap • Serve as a subject matter expert and internal advocate for Generative AI and agentic technologies • Drive adoption of enterprise AI platforms and tools, including solutions such as Codex, Claude for Enterprise, Microsoft Copilot, and other approved AI technologies • Design and deliver training programs, workshops, office hours, and educational materials • Coach employees and teams on effective prompting, workflow design, and responsible AI usage • Establish best practices and reusable patterns that enable teams to gain value from AI tools quickly and safely • Configure, integrate, and support AI-powered workflows and solutions under the guidance of technology leadership • Assist with implementation of AI agents, automations, and integrations using approved enterprise platforms • Collaborate with engineering, infrastructure, security, and data teams to ensure solutions meet technical and compliance requirements • Perform lightweight administration, configuration, testing, and operational support for AI platforms and related services • Document solution architectures, implementation approaches, and operational procedures • Promote responsible, secure, and compliant use of AI technologies across the organization • Partner with security, legal, compliance, and technology teams to ensure appropriate governance practices are followed • Monitor emerging AI technologies, industry trends, and best practices to inform enterprise strategy • Help establish standards, metrics, and success measures for AI adoption and business value realization

• Act as a technical resource for Cisco-based solutions in pre-sales engagements • Deliver solution overviews and enablement to internal teams and customers • Contribute to the development of sales strategies and support customer-facing efforts • Stay current with technology trends, products, and industry best practices through training, webinars, and collaboration with national practices • Create Solution diagrams, collect & analyze requirements data from customers, and perform other PreSales activities in support of engineering initiatives • Research technical issues, answer customer questions about products, technologies, solutions, and offerings from our OEM partners • Ensure quality and consistency of pre-sales deliverables by following standardized processes and workflows • Collaborate with other team members to provide solutions for Presidio’s customers • Work in a focused and directed manner to improve overall productivity & efficiency across Presidio’s PreSales team • Participate in meetings with customers and sales teams to collect technical requirements from Presidio customers and develop an appropriate technical solution • Assist in resolving pre-sales challenges and maintaining high levels of customer satisfaction • Deliver client-facing status updates, presentations, and documentation throughout the sales cycle • Work collaboratively with Presidio, Cisco, and other key teams to drive opportunities • Assist in building and developing the Cisco sales pipeline by contributing to technical campaign support and go-to-market efforts