Strategic and technical lead for enterprise Conversational AI programs, spanning presales validation, LLM-driven orchestration, and multi-channel production deployments. (Promoted from Senior Solutions Consultant in Jun 2025.)

• Architected solutions on LivePerson’s LLM orchestration platform; integrated GenAI for intent recognition, conversation summarization, and dynamic knowledge retrieval.
• Designed hybrid NLU + GenAI models for dispute resolution, servicing, and lead generation; aligned with AI-assisted routing, containment, and automation strategies.
• Led technical validation for POCs: custom models, orchestration flows, CRM/ERP integrations; partnered with Product/R&D on governance, model selection, and prompt engineering.
• Implemented bots across WhatsApp, SMS, Apple Messages for Business, web chat, and voice-to-digital with secure human handoff and compliance frameworks.
• Applied analytics to drive improvements in containment, repeat contact rate, and AHT; translated technical capabilities into executive-level business outcomes for F100 wins.

Freelance Salesforce technical consulting for SMBs: implementations, automation, dashboards, and integrations.

Combined enterprise solutions consulting with AI research specialization to deliver ML-powered social listening and CX analytics for F100 brands. (Consolidates prior Senior Enterprise Solutions Consultant role.)

• Deployed ML-based sentiment, topic clustering, and entity recognition for brand health monitoring and perception analysis.
• Built AI dashboards unifying care, marketing, advertising, and research data for real-time executive insight.
• Developed NLP modules to classify large-scale feedback; surfaced trends, anomalies, and campaign signals.
• Guided GenAI adoption for external content and internal exec summaries/automation; influenced roadmap on explainability, bias mitigation, and multilingual performance.
• Aligned model accuracy/confidence with CSAT, digital containment, and conversion; influenced $3M+ FY22 revenue.

Presales ownership across discovery, solutioning, and storytelling; defined and presented product vision to enterprise stakeholders.

• Assisted in closing >$400k in FY22 (8 months) and influenced $500k in FY21 enterprise revenue.
• Sustained coverage as sole SC for ~150 accounts during a 6-month period.
• Co-created an enterprise sales process later adopted as the company standard.

Built data-driven solutions using Pentaho DI/analytics; discovery, design, and technical validation for enterprise deals.

• Influenced >$1.2M new-logo revenue; built custom demos with real/mock data.
• Integrated SQL, Hadoop, NoSQL, Kafka, Hive, Impala, and other data stacks; achieved technical wins alongside AEs.

Operated an IT MSP delivering multi-industry support services.

Owned IT systems, networks, budgets, and vendor management; led infrastructure and telephony upgrades.

Led a 25-person support center for county-wide nonprofit IT services; drove contracts, budgeting, and productization.

• Built Salesforce helpdesk and automated invoicing; migrated 70% of clients to Office 365.
• Negotiated charity pricing; expanded client base and retention through service upgrades.

Ran IT operations for a marketing firm; strengthened security, stability, and productivity across the stack.

Administered IT for a school of 1,000+ students; led classroom tech integration, OSX server deployments, and taught multiple courses.

Deployed workstations, ensured network connectivity, and supported specialized medical software.