• Act as a shared technical resource for CSMs across multiple enterprise accounts • Support CSMs with technical topics related to platform usage, solution design, product functionality, demos and best practice • Provide timely responses to technical questions from CSMs and, where appropriate, directly from customers • Serve as an escalation point for complex 'how does this work' or 'how should we do this' questions • Advise customers on conversational AI best practices, including dialog design, intent modeling, and flow orchestration • Support NLU configuration, training, testing, and optimization • Provide guidance on the application of generative AI and agentic AI concepts within enterprise conversational solutions • Help customers understand platform capabilities, limitations, and recommended patterns • Support customers operating conversational AI solutions within contact center environments (voice and digital) • Provide high-level guidance on integrations with CCaaS, CRM, and backend systems • Help customers troubleshoot issues related to conversation behavior, routing, and experience design • Collaborate closely with Support, Product, Engineering, and Professional Services to resolve customer issues • Identify recurring themes, gaps, or improvement opportunities and feed insights back to internal teams • Contribute to internal documentation, enablement materials, and best-practice guides for CSMs • Help standardize technical guidance across the customer base • Enable CSMs to handle more technical conversations independently over time • Improve internal processes and documentation to support a growing enterprise customer footprint.