From business analysis to platform and portfolio leadership.
14+ years spanning e-commerce, communications, contact centres, conversational AI, CDP and AI-powered marketing automation — across the complete product lifecycle. Beyond traditional product ownership, I have helped organisations evaluate acquisition opportunities, integrate acquired technologies, unify overlapping products, simplify customer offerings and define long-term platform strategies following mergers and strategic investments.
Companies
- Lead the CX and Marketing Automation Suite — campaigns, CDP, conversational channels, Flow Studio, contact-centre, AI and analytics.
- Scaled customer-engagement platforms to more than 600 million annual transactions and drove 800%+ WhatsApp adoption growth across GCC markets.
- Defined product vision, multi-year roadmaps, AI recommendation concepts and goal / ROI / control-group measurement frameworks.
- Contributed to strategic acquisition evaluation and supported enterprise adoption across key markets.
Beyond leading day-to-day product management, I played a strategic role in shaping Unifonic's long-term product evolution, AI platform strategy, enterprise integrations, and post-acquisition platform unification.
- Defined the product vision and long-term roadmap for the Multi-Channel Campaigns Platform, Audience (Customer Data Platform), Contact Centre Platform, and Conversational AI Platform, driving these products from inception into enterprise-scale solutions.
- Contributed to Unifonic's transformation from a Communications Platform as a Service (CPaaS) provider into a unified AI-powered Customer Experience platform.
- Participated in Product and Technology evaluation for acquisition opportunities, assessing product capabilities, technology fit, platform maturity, customer impact, and strategic alignment.
- Led product integration strategy and planning for several strategic platform integrations, including Segmentify, WotNot, Tracardi, and Sestek.
- Defined platform consolidation, customer experience alignment, roadmap integration, and unified product offering strategies following strategic acquisitions and partnerships.
- Worked closely with executive leadership, engineering, architecture, commercial, and customer-facing teams to align long-term platform strategy.
- Owned roadmap areas for IMI Engage — the enterprise omnichannel CX and contact-centre platform that became part of the Cisco Webex ecosystem.
- Launched WhatsApp Business, delivered Apple Business Chat integration and integrated an in-house intent-based chatbot across 5+ channels.
- Enabled white-label partner solutions and supported integrations for ecosystems such as Talkdesk.
- Designed a product licensing framework from scratch to improve pricing and monetisation governance.
In addition to managing the product roadmap, I contributed to several strategic initiatives that expanded the platform's market reach and strengthened the product portfolio.
- Participated in IMImobile's product portfolio restructuring and corporate rebranding initiative prior to its acquisition by Cisco.
- Led the product strategy and execution for the Cisco Webex Contact Center white-label integration with Talkdesk, enabling Talkdesk customers to leverage Webex conversational capabilities through a seamless embedded experience.
- Successfully launched WhatsApp Business and Apple Business Chat capabilities as part of the enterprise contact centre platform.
- Designed and implemented a comprehensive enterprise licensing framework to support commercial scalability, pricing governance, and monetisation.
- Expanded the platform through strategic partner integrations and ecosystem enablement.
- Built grptalk from the ground up — supporting a two-way outbound voice conference with more than 40,000 participants in a single session.
- Developed Telebu Hub from the ground up, expanding the company from SMS aggregation into enterprise customer-engagement technology.
- Built voice-campaign capabilities and supported contact-centre deployments exceeding 500 seats.
- Supported large enterprise and government opportunities across sales, presales, support and implementation.
Alongside leading multiple customer engagement products, I contributed to the company's strategic evolution into an enterprise communications platform.
- Supported the company's transformation from SMSCountry Networks into Telebu Communications.
- Contributed to the evolution of the organisation from an SMS aggregation provider into a comprehensive enterprise communications platform.
- Defined product vision and long-term roadmaps for grptalk, Telebu Hub, and Voice Campaigner.
- Worked closely with leadership on product positioning, go-to-market strategy, enterprise solution development, and portfolio expansion.
- Helped secure large enterprise and government opportunities through scalable product capabilities.
- Delivered e-commerce and retail point-of-sale implementations for UK small and medium-sized businesses.
- Managed requirements from inception to sign-off — discovery, functional specifications, UAT and change management.
- Established foundations in customer discovery, business process design and end-to-end product delivery.
M&A & Strategic Integrations
Selected initiatives where I contributed to acquisition evaluation, product integration and white-label partnerships across Unifonic and the Cisco Webex / IMImobile ecosystem.
Product & technology due diligence, platform capability and AI maturity assessment, product overlap analysis, consolidation strategy, capability mapping, integration roadmap and migration planning — contributing to an expanded AI-powered customer engagement offering.
Integration of conversational AI capabilities into the Unifonic portfolio — unified AI product strategy, cross-team alignment, identification of reusable AI capabilities, roadmap alignment and enterprise AI positioning.
Product strategy for integrating WotNot AI chatbot capabilities into the Unifonic platform — customer experience integration, unified chatbot offering and seamless capability integration with engineering and product teams.
Product strategy for integrating Tracardi customer data capabilities — unified customer profile strategy, event architecture, customer identity, audience activation roadmap, customer intelligence integration and unified platform experience.
Led product strategy and execution for white-labeling Cisco Webex Contact Center capabilities within the Talkdesk ecosystem — integration strategy, white-label capability definition, conversation and chat integration, partner roadmap alignment, customer experience consistency, technical coordination and enterprise rollout planning.
Outcome — Enabled Talkdesk customers to leverage Webex conversational capabilities through a seamless white-labelled experience.