Neil Charles Armstrong Email and Phone Number

As a Product Architect for the Service Cloud PM team, I'm responsible for ensuring that all of our products work well together, to meet the needs of customers and the wider business. I work across all of the teams in our product stack to drive innovation and the best solution. Key focus areas include:- The Agentforce Service platform, owning projects to revolutionise the Contact Center space with Generative AI automated agents for Voice and Digital channels.- Contact Centre channels and strategy, working to deliver a best of breed contact centre stack, and partnering with most of the major companies in the market to deliver deep integrations and co-innovation across the industry- Finally, platform capabilities continue to drive our product growth across the entire company, where I focus on our channels (Voice, Digital, and Email) alongside other product areas like our Marketing, Sales, and Commerce Clouds to innovate and deliver the best channels platform across all business use cases.

At Service Cloud I work as part of the Contact Center team, and own the Omni-Channel platform, which daily routes hundreds of millions of Calls, Chats, Emails, and other work to several million users around the world. I meet with everything from Fortune 500 companies to 5 person businesses, Sales leadership, Customer Success, and a Global Partner ecosystem, helping them to work on their Technical and Business strategies for offering Customer Service.I'm also fortunate to be working with some of the best engineers in the business, spread across teams in 4 different countries, to innovate and become the leader in a fast changing market.

I work as a Specialist Solutions Engineer for the Salesforce Service Cloud team, supporting Sales teams in Markets across North America. In my role I support many customer stakeholders, providing business consulting, architecture reviews, and product demonstrations to help them with their technology decisions.My responsibilities also include education and evangelisation of products to internal staff, as well as assistance to the product management team to set the future roadmap.

Kana Software was acquired by Verint Systems in 2014. Shortly after I enquired about a transfer back to the USA and accepted a job as a senior architect for the Global Professional Services department, based out of Chicago.There my responsibilities included supervising a number of different large projects, and the Architects that work on them, designing/implementing projects, as well as providing support, training and mentoring to other Architects and Developers.

I accepted an offer to relocate to my companies APAC office to help out the architecture team in the region, supervising or supporting projects in multiple countries.My main project at this time was working on a major transformation program with IAG, the largest insurance provider in Australia, planning and implementing a new Web, Mobile and Contact Center solution with a team of around 30 developers.As part of this role I had additional responsibilities as a senior architect, conducting interviews for all new technical staff to the region, performing oversight of other projects, and assisting the sales team in completing RFIs or conducting pre-sales engagements.

Shortly after my move to the US, I was promoted to Technical Architect, overseeing the entire architecture for our solution project working with Catamaran Rx.

After my first project I accepted a secondment to the Sword Ciboodle USA office in Chicago. I immediately started work on a project with Catalyst Rx. For the first 6 months of the project I took a lead role in the analysis, development and implementation of the first phase of the project.

I started with Sword Ciboodle (later acquired by Kana) shortly after leaving University and was put onto a project with River Island. I stayed with the project for the full lifecycle, working with multiple teams, and then was kept on at the clients request for 6 months after the project finished to do further analysis and development work.