Experience designing or product-owning agent-based interaction systems and orchestration logic (classification, routing, escalation, collaboration). * Design scalable agent orchestration patterns: classification, routing, multi-channel orchestration, fallback handling, and human-in-the-loop escalation. * Strong experience as Technical Product Owner / Product Manager / Solution Lead in complex enterprise environments. * Strong enterprise architecture understanding: API-driven and event-driven landscapes, scalable solution design, security-by-design with focus on Salesforce and Azure environments. * Experience with Salesforce (Agentforce), Genesys, or comparable CRM/contact-center ecosystems. * Experience with AI governance, evaluation frameworks, and operational AI (monitoring, guardrails, incident handling). * Experience rolling out products globally across regions, languages, and varying process maturity.
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