10+ years of experience in management consulting, enterprise strategy, or digital transformation Proven experience defining and operationalizing agentic AI use cases Strong understanding of AI/LLM platforms and ecosystems (e.g., Salesforce Agentforce/Einstein, OpenAI, AWS, Azure) Expertise in translating emerging technology into business value, ROI, and measurable outcomes Deep proficiency in Salesforce platform strategy (Sales, Service, Data Cloud, AI) Understanding of contact center technologies, business processes, and metrics Experience with business architecture and operating model design Working knowledge of AI governance, risk, ethics, and compliance