Ruben Popoca

Designed and delivered AI-driven customer experience solution architectures spanning conversational AI, automation workflows, workforce optimization, and analytics. Built and demoed LLM-based conversational automation and agent orchestration approaches, translating customer discovery into demo-ready solution narratives. Ran customer workshops on agent design, automation strategy, and adoption planning, and advised on AI deployment options including native platform AI versus external LLM integration. Collaborated with sales, product, professional services, and customer success teams to support implementation and long-term adoption.

Drove enterprise customer experience transformation initiatives using CCaaS, workforce optimization, and AI-powered automation platforms. Led discovery and value engineering to reduce cost-to-serve via conversational AI and automation, and positioned AI CX transformation strategies in regulated, high-volume service environments. Facilitated AI workshops that mapped desired business outcomes to automation and AI agent use cases. Coordinated with IT, CX operations, and digital transformation stakeholders to align technical and executive decision-making.

Exceeded enterprise revenue targets by driving adoption of cloud contact center and customer experience platforms. Conducted consultative sales cycles with both technical and executive stakeholders, supporting complex solution evaluations. Partnered with solutions engineering to position enterprise CX architectures and provided mentorship to new team members on discovery and sales strategy.

Generated and qualified enterprise pipeline across strategic accounts through value-focused outreach and technical positioning. Engaged C-level stakeholders to support discovery and qualify opportunities aligned with customer needs. Managed forecasting and pipeline strategy using Salesforce.

Generated and qualified new business pipeline for healthcare SaaS accounts. Conducted prospect outreach and qualification activities to identify sales opportunities. Focused on building enterprise pipeline aligned with healthcare customer requirements.

Led customer onboarding and system configuration planning for healthcare SaaS deployments. Translated customer business workflows into platform configuration and deployment plans. Supported smooth go-lives by aligning implementation steps with customer workflow requirements.

Delivered technical demonstrations of a SaaS healthcare engagement platform for customer stakeholders. Worked with customer IT teams to define system requirements and integration strategies. Supported EMR/EHR integration efforts and participated in technical validation during onboarding.

Provided technical training for ecommerce and software platforms to support customer enablement. Delivered instruction and learning support, including remote technical assistance. Focused on helping customers apply platform capabilities effectively through guided support and enablement.