# Galina Zhiliakova > Conversational AI PM @ Amazon | Support Platforms & Customer Support Systems | Chatbots | Contact Center Automation | Agentic AI & Autonomous Agents | AI/ML & LLM Platforms | Workflow Orchestration | Self-Service Location: Sunnyvale, California, United States Profile: https://flows.cv/galinazhiliakova I’m a Product Manager specializing in AI-driven automation, Agentic AI, autonomous agents, support platforms, and end-to-end customer support systems. Over the past 7+ years, I’ve built high-scale customer service and contact center capabilities, including copilot experiences, agent tools, self-service platforms, case management workflows, and policy-governed automation. At Amazon, I lead strategy for LLM-powered support automation and agent experiences, building systems that help customer support agents, case managers, and operations teams resolve issues faster and more accurately. My work spans autonomous agent workflows, support tools, conversational AI, and deep workflow orchestration, resulting in $XXM+ business impact, XX% self-service adoption, and significant improvements in customer satisfaction. My expertise includes: • Agent experience & support tools for human agents, specialists, and case managers • Customer support & contact center systems at global scale • Autonomous agents that classify, plan, and execute support actions under guardrails • Self-service platforms, conversational UX, and policy-aware automation • Copilot-style experiences for internal support and operational teams • LLM workflows, feedback loops, annotation pipelines, and AI evaluation • Workflow orchestration, drift detection, and data-driven optimization • 0 to 1 platform building across customer service & support ecosystems I’m passionate about building intelligent support systems that empower users, elevate agent productivity, reduce friction, and transform how companies deliver customer service at scale. If you’re building support platforms, AI copilots, autonomous agents, case management tools, or end-to-end customer support systems, let’s connect. Skills: AI & Automation: Agentic AI • Autonomous Agents • Copilot Experiences • LLM Applications • Workflow Automation • Case Management Systems • Conversational AI • NLP • AI Governance • Human-In-The-Loop • Annotation Pipelines • Interoperability, Model Context Protocol (MCP) and Agent-to-Agent (A2A) frameworks Support & CX Systems: Customer Support • Customer Service • Contact Center • Support Platforms • Agent Experience • Support Tools • Ticketing & Case Management • Self-Service Platforms • Support Workflow Design Platform Leadership: Product Manager • Product Strategy • 0 to 1 Platforms • Roadmapping • Policy-Governed Workflows • Risk-Based Automation • Stakeholder Alignment • A/B Testing • Observability Technical: Python • SQL • Tableau • Data Analysis ## Work Experience ### Senior Product Manager - Technical @ Amazon Jan 2024 – Present | Sunnyvale, California, United States ### Senior Product Manager - Customer Support | Conversational AI & Automation @ Amazon Jan 2021 – Jan 2024 | Sunnyvale, California, United States Product Manager leading agent experience, support tools, customer support automation, and AI-powered self-service platforms for Amazon Seller Support. •Launched re-branded customer support experience for Sellers within large language models (LLM) capabilities, achieving significant financial benefits; •Developed and implemented a Retrieval-Augmented Generation (RAG) based conversational assistant (chatbot) powered by large language models (LLMs), cutting customer queries routed to human agents by XX% and reducing time to response by XX%. • Owned roadmap for LLM-powered autonomous agents that classify issues, plan next steps, and execute workflows with policy guardrails. •Launched 40+ Agentic AI workflow tools and self-service experiences to streamline customer service, significantly reducing average ticket resolution time; • Led 0 to 1 end-to-end development and launch of a new ML-driven support system, transforming it from concept to implementation.; • Launched a new search experience on Seller Marketplace by implementing a machine learning model designed to detect customer intent and recommend relevant search results. • Partnered with 50+ cross-functional teams, including ML engineering and science, R&D, and UX, to deliver foundational Agentic AI features across the customer support stack. • Led end-to-end delivery of Agentic AI capabilities, ensuring cohesive, scalable, and data-informed customer support experiences. • Led 0 to 1 redesign of self-service support platform (Help Hub). • Delivered features improving agent experience, including guided triage flows, automatic context retrieval, and AI-generated recommendations. Key domains: agent experience • support tools • customer support systems • self-service • case management workflows • autonomous agents • agent copilots • contact center modernization. ### Product Manager, AI/ML @ Solidus Labs Jan 2020 – Jan 2021 | San Francisco Bay Area • Led the development and implementation of advanced fraud detection, KYC (onboarding), and compliance solutions, enhancing the security and regulatory adherence of financial platforms by leveraging cutting-edge technologies and data-driven insights. ### Product Manager @ 3Commas.io Jan 2019 – Jan 2019 | St Petersburg, St Petersburg City, Russia • Collaborated with founders, engineering and marketing team to build, launch and analyze new features in Agile environment • Contributed to the entire product life cycle from concept through planning to development and launch, marketing supporting activities for the existing and new products • Translated business requirements into technical specifications and documentation, owned, organized and managed backlog in Jira for engineering teams with a prioritized list of features • Defined and tracked key product metrics with Google Analytics and Amplitude, continuously improved them through product iteration • Worked on research, tested hypotheses, translated data into meaningful insights and actions, made experimentation and product analysis to guide data-driven decision making ### Product Manager - Customer Support @ IQ Option Europe Ltd Jan 2017 – Jan 2019 | St Petersburg, St Petersburg City, Russia • Launched Customer Support Chatbot: Led the development and launch of a chatbot for 40MM users across 180 countries, reducing customer support tickets by 30%; • Collaborated with CEO and Cross-Functional Teams: Partnered closely with the CEO, data scientists, developers, UX/UI designers, marketing, operations, legal, and customer success teams to drive the development and successful launch of innovative features for a finance platform, ensuring alignment across all departments; • Designed global customer support automation, including AI-powered chatbots and self-service tools. ### UX/UI Designer @ IQ Option Europe Ltd Jan 2015 – Jan 2017 | St Petersburg, St Petersburg City, Russia • Designed a referral program application for 90K partners resulting in 100+ registrations per day and 20% increase of profit-making partners; • Developed and implemented UI Kit system with the 200+components library. ### UX/UI Designer @ Skipodevelop Jan 2010 – Jan 2015 | St Petersburg, St Petersburg City, Russia • Developed the design of the website of the National Bank of Abkhazia (https://nb-ra.org/en/) • Collaborated with product managers, business stakeholders and technologies to understand and act upon key business requirements • Delivered design via concept sketches, wireframes, and ultimately production-ready comps • Designed more than 15+ projects: websites and mobile apps • Created websites using HTML and CSS ## Education ### Master of Science in Business Analytics (STEM) in Product Analyst Hult International Business School ## Contact & Social - LinkedIn: https://linkedin.com/in/galinazhiliakova --- Source: https://flows.cv/galinazhiliakova JSON Resume: https://flows.cv/galinazhiliakova/resume.json Last updated: 2026-04-13