Level AI Welcomes Rob Dwyer as the Industry's First CX Executive in Residence

Six months ago, Rob Dwyer joined Level AI's post-sales team as a Senior Technical Account Manager. He spent that time embedded with enterprise CX teams: running implementations, identifying where the platform needed to improve, and turning those observations into specific product fixes.

That work is what created this role.

Rob is now Level AI's CX Executive in Residence, the first role of its kind in the CX industry. He continues working directly with Level AI customers; that ongoing customer work is what keeps his perspective current and credible.

In addition to his customer-facing work, Rob advises our product and go-to-market teams on the operational challenges contact center leaders face daily. He shapes our thought leadership and content strategy. And he authors Grounded, a new newsletter covering what he's observing across Level AI's customer base: the operational impact of virtual agents, the tradeoffs of owning versus renting AI models, and how enterprise leaders are rethinking QA, coaching, and customer intelligence.

Rob brings 15 years of contact center leadership to this role, along with 200+ episodes of his "Next in Queue" podcast and six consecutive years as an ICMI Top 25 Thought Leader. He's seen the contact center from every seat. He's also now put Level AI's technology under real conditions, with real enterprise customers, and fed what he found directly back into the product.The industry has plenty of CX thought leadership. Very little of it comes from someone running enterprise implementations full time. That's the gap this role fills.

Follow Rob on LinkedIn. Subscribe to Grounded.