Brian MacDonald
Senior Director of Product Management @Netomi
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WORK HISTORY
Senior Director of Product Management @Netomi
Toronto, ON, CA
Own product execution end-to-end for Netomi’s agentic CX platform—helping enterprises move from “AI that answers” to “AI that acts,” with governance suitable for high-volume, regulated operations. I run the cadence across Product, Design, Docs, Engineering, Data Science, and GTM to ship, measure, and scale production programs.Customer outcomes: Led delivery and expansion of production agentic CX programs for United Airlines, Delta Air Lines, DraftKings, and the NBA—driving resolution-first automation across service workflows and extending into conversational commerce (discovery, recommendations, sales flows).Platform architecture: Shaped the reference architecture for a governed agentic runtime—multi‑LLM routing/cascades, durable context/memory, tool execution with deterministic workflow boundaries, and end-to-end observability—so autonomy is inspectable, testable, and reversible.Reliability & AI Ops: Implemented the operating model for probabilistic systems (prompt/policy lifecycle, evaluation gates, tracing, and controls for staged rollout, rollback, and quarantine).Data Science partnership: Co-led measurement and tuning strategy (quality/safety/latency/cost trade-offs) across agent-assist (Co‑Pilot) and autonomous (AutoPilot) modes.Strategic partnerships: Owned partner roadmap across the AI + voice stack—Amazon Connect, OpenAI, Google (Gemini), Anthropic, NVIDIA, ElevenLabs, AudioCodes, and Microsoft Azure—translating partner capabilities into deployable outcomes.Market leadership: Drove Netomi’s POV on the evolution of agentic platforms (governed tool-use, multi-agent execution, real-time voice loops, safety-by-design governance, multi-model economics) into product strategy and customer-ready architectures.
EDUCATION
University of Toronto
Computer Science/Philosophy
SKILLS
ABOUT BRIAN MACDONALD
I lead Product, Design, and Documentation at Netomi, building the next evolution of customer experience: a governed execution layer where AI agents don’t just respond—they complete work (transactions, case updates, escalations, follow‑ups) under enterprise controls.My focus is on productizing agentic AI for mission‑critical and regulated environments—making autonomy inspectable and reversible through deterministic guardrails, clear policies, and operational controls.What I build and ship:Agentic orchestration: Playbooks/SOPs, Actions, and MCP tool connectivity for reliable tool‑use and workflow executionReliability & AI Ops: prompt + policy management, evaluation gates, end‑to‑end tracing/observability, and safe rollout/rollback patternsMulti‑model productionization: routing/cascades across frontier + open‑weight LLMs for quality, latency, and cost trade‑offsVoice + real‑time loops: generative IVR/IVA patterns (incl. Amazon Connect) designed for low‑latency, high‑volume operationsI also own key AI + infrastructure partnerships across the model and voice ecosystem (OpenAI, Google/Gemini, Anthropic, NVIDIA, Microsoft Azure, ElevenLabs, AudioCodes).Selected enterprise deployments and expansions include United Airlines, Delta Air Lines, DraftKings, and the NBA—plus additional programs spanning service and conversational commerce (product discovery, recommendations, and sales workflows) with enterprise governance.Always happy to connect on: governed autonomy, voice CX, multi‑agent tool execution, evaluation strategy, and shipping reliable AI at scale.
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