I'm a CX and platform operations professional who builds the systems that let a product, and the story behind it, actually reach people. For the past five years at Metropolis Technologies I've owned an AI chatbot from API integration through deployment, administered our CRM stack across Zendesk and Gladly, and turned raw support data into dashboards leadership actually uses. I lead the informal team of AI analysts on our Tools and Enablement group, so most days I'm pairing hands on work with the training and documentation that lets a team run without me in the room. 

Outside the ticket queue I've...