In this role, you will define the strategy, roadmap, and delivery quality for a portfolio of platforms - the Customer Service Platform (including our internal agent console and Zendesk/CS tool integrations), ERP, Telco, IoT Core, and AI Platforms - and be accountable for translating that tooling into measurable customer excellence outcomes. Direct experience with one or more of: ERP platforms (SAP, Oracle, NetSuite, or custom), telco systems (billing, provisioning, OSS/BSS), IoT device management and connectivity platforms, and AI/ML platforms delivered through partners (OpenAI, Anthropic, Google, AWS, or specialist vendors), preferred.