Benoit Dinello

Microsoft acquired Nuance in 2022 Managed the D365 Customer Service product, as well as the legacy Nuance Digital product Responsibilities include: - Development of the Contact Center Feature and Functionality roadmap - Development of the agentic vision for Customer Service - Championing Fundamentals like Security, Scale, and Uptime - Influence a large cohort of peers and leaders in partner teams like Azure, MCAPS, Executive Leadership - Model, Coach, and Care for a senior product management team - Define OKR’s for success Major Achievements include: - Launched the D365 Contact Center in June’24, Microsoft’s entry into the CCaaS market - Created and executed a strategy to sunset the Nuance Digital product set to converge into D365 - Led the pursuit (and won) major customers (2 Top 5 Telco, Top 5 Retailer, 2 Top 5 banks) - Created a 200M pipeline for the D365 Contact Center

I managed the Digital Engagement business; Nuance's 100M' SaaS servicing the world's best brands through Care and Sales AI-based customer engagement. - Owned the product roadmap - Crafted and executed strategic and operational plans for Nuance's Digital Engagement product portfolio. - Managed a team of 12 Product Managers and 8 Technical Product Managers that drove the roadmap and customer engagements - Developed, led, and motivated a matrixed team to strategize, sell, and deliver on the product mission. - Managed the P&L to bookings, revenue, COGS, and margin targets. - Managed Customer Satisfaction in direct engagements with customer executive stakeholders. Key accomplishments include: - Launched a retail vertical strategy that closed 3 Top retailers - Increased growth rate in Strategic accounts by 3% YoY

The Nuance Digital Engagement Platform is a full E2E solution for managing customer service on digital channels; it provides web, social, and mobile integrations, an AI capability to automate customer engagements, routing, workforce management, agent application, data integrations, and tooling. I led the 340-people Engineering teams that built and maintained the platform. My major achievements include: - Launched Agent Coach, the first AI-based Next Best Action (NBA) agent recommendation system - Scaling up to meet significant COVID volume increases - Migrating from physical data centers to a Cloud native platform in Azure - Obtaining HIPAA and PCI compliances - Launching asynchronous messaging with a Top 5 US bank - Migrating 110 developers from a Eastern European vendor outsourcer to an in-house team in India

NINA was Nuance's AI-based digital virtual agent platform. A tooling and runtime system that allowed organizations to deliver automated customer service on the web, or in mobile applications I led the Engineering teams that built the tooling and runtime systems for NINA -Over 80 contributors across Dev, Test, SRE, admin -Global organization (US, Canada, Europe, India) Some of the major achievements include: -Launching Domino's "Dom" -Establishing a location in India and scaling up that team -Developing advanced capabilities like version management, and self service tooling

I developed a Fraud Prevention practice inside of the Nuance consulting organization. Our team built systems that verified authentic users, and detect fraud using voice AI capabilities. I developed the business processes, identified necessary skillsets, hired and trained the team. I also developed a go-to-market plan for the consulting services tied to fraud prevention, and launched our first customers (top 5 US banks).

Nuance acquired Locus Dialogue. The consulting organization at Nuance implements AI speech-based customer service solutions to Fortune 200 brands. I ran a team of developers, designers, data scientists and project managers. I led implementation programs at large US financial services institutions that drove business outcomes like NPS improvements of 30%, and average call handling time reductions of 18%

Locus Dialogue built AI speech-based voice assistant systems that allowed organizations to reduce costs and improve customer experience. My responsibility was to design, implement, test, and launch the system on behalf of the customer. I engaged with fantastic brands like Pfizer, Coca Cola, and CVS. Exceptional achievements include: 1. developing a remote monitoring system to detect anomalies and issues 2. building a customer engagement process to streamline system deployment

I built and managed a cloud hosted telco service that used speech AI to deliver customer engagement for service providers