Sharon Elkarat - Senior Operations & AI Enablement Executive | Enterprise Delivery, Professional Services & AI Agent Integration
Professional Summary
Senior operations and delivery executive with 26+ years of global leadership experience across enterprise software, professional services, and technical operations for organizations including NCR, Retalix, Amazon, IKEA, and HP. Currently leading strategic delivery, enterprise operations, and AI enablement for top tier enterprise and government accounts at Matrix DevOps. Combines deep enterprise credibility with hands on AI builder expertise, including independently architecting and deploying autonomous conversational AI agents powered by large language models (LLMs) on dedicated VPS infrastructure (Hermes), with SIP telephony, Telegram, and WhatsApp integrations. Approach is H2H, human to human: technology enables scale, but people drive growth.
Principal, Strategic Customer Success and Delivery
Matrix DevOps
Oct 2025 - Present
Primary trusted advisor to C-level stakeholders across HP, Ministry of Defense, Ministry of Education, Ministry of Economy, and the President's Residence, translating business vision into scalable operational and AI-enabled workflows. • Strategic Delivery Leadership: Optimized delivery workflows across implementation and integration teams (30% efficiency gain) while leading design of complex enterprise Work OS environments. • AI Enablement and Agent Oversight: Applied hands-on AI agent architecture experience, including autonomous agent design and MCP-based automation, to guide clients and internal teams on practical, secure AI adoption and governance. • Strategic Pre-Sale and Solutions: Led technical demonstrations and discovery sessions for prospective government and enterprise clients, translating AI-driven capabilities into clear business value. • Team Empowerment and Certification: Established mentorship and certification programs for delivery teams and client stakeholders, driving organizational change management and high-quality implementation standards. Skills: Strategic Customer Success, AI Enablement, MCP, Work OS Architecture, Pre-Sale Discovery, Government & Enterprise Accounts
Director of Operational Excellence, Consulting
Elkarat.com (Self-employed)
Sep 2024 - Sep 2025
Independent consulting focused on operational excellence, AI agent architecture, and technical delivery optimization. • AI Agent Architecture and Integration: Independently designed, built, and deployed autonomous conversational AI agents (LLM-based) on dedicated VPS infrastructure (Hermes), with SIP telephony, Telegram, and WhatsApp integrations. • Process Engineering and Automation: Engineered cross-functional workflow automation (monday.com), reducing cycle times by 25% and minimizing manual administrative overhead. • Solution Shaping and Pre-Sale Discovery: Led discovery sessions scoping enterprise implementations, translating client pain points into clear operational and AI-driven architectures. • Operational Continuity and Retention: Led end-to-end implementation projects as a trusted technical advisor, ensuring successful onboarding and full alignment between operational and AI capabilities and business goals. Skills: AI Agent Architecture, LLMs, SIP, Telegram, WhatsApp, Process Engineering, Workflow Automation, Operational Consulting
Head of Operations
NCR Voyix (Formerly Retalix)
Aug 2021 - Jul 2024
Managed technical and commercial partnerships with Amazon, Whole Foods, and 7-Eleven; served as primary technical liaison and crisis manager for mission-critical production environments. • P&L & Operational Excellence: Owned multi-million dollar P&L (15% margin improvement) and overhauled service KPIs, boosting SLA adherence above 98%. • Crisis Management & R&D Liaison: Served as primary technical liaison for crisis management, translating complex field constraints into actionable R&D tasks to ensure 24/7 continuity. Skills: Head of Operations, P&L Management, Crisis Management, SLA Management, R&D Liaison
Head of Global Support and Service Delivery
NCR Voyix
Jan 2017 - Aug 2021
Spearheaded global technical certification programs and acted as major incident manager, reducing critical resolution times by over 40% while managing local support and remote R&D operations. Skills: Global Support Leadership, Major Incident Management, Technical Certification, Cross-functional Leadership
Professional Services Team Lead & Technical Project Manager
NCR Voyix
Feb 2013 - Dec 2016
Led implementation engineering teams and developed field enablement programs for the US market. Skills: Professional Services, Team Leadership, System Integration, Field Deployment, Technical Training
SME / HQ-CRM Product Specialist & Technical Project Manager
Retalix Limited
2000 - 2013
Global CRM subject matter expert leading POC, presales, and end-to-end implementations worldwide. Skills: Product Strategy, CRM Expertise, Global Training, Workshop Facilitation, Technical Project Management
Technical Engineer / Tier 3 Support
PointOfSale
Dec 1997 - 2000
Field installations, technical support, and Tier 3 escalation handling for retail POS systems. Skills: Technical Support, Field Engineering, Tier 3 Support, POS Systems
Core Competencies
Additional Skills
Key Accounts Managed
Elkarat.com - Professional Portfolio & AI Assistant
2025
Built a comprehensive digital portfolio showcasing professional experience with an integrated AI assistant powered by LLM technology. Features include interactive resume, appointment scheduling, knowledge base, and intelligent Q&A system.
Autonomous Conversational AI Agents (Hermes VPS)
2024-2025
Independently architected and deployed autonomous conversational AI agents powered by large language models (LLMs) on dedicated VPS infrastructure (Hermes), with SIP telephony, Telegram, and WhatsApp integrations for multi-channel customer engagement.
Global Field Operations Framework – NCR
2013-2024
Designed and implemented a scalable field operations framework for NCR's global enterprise accounts, bridging R&D and field teams across North America & EMEA for mission-critical POS and retail systems. Reduced escalation resolution times and improved SLA adherence significantly.
Introduction to Model Context Protocol (MCP)
Anthropic
May 2026
Introduction to Agent Skills
Anthropic
May 2026
Claude Code in Action
Anthropic
May 2026
Building with the Claude API
Anthropic
May 2026
Monday Service Technical Certification
monday.com
Dec 2025
Monday CRM Expert Level Product Training for Implementer Partners
monday.com
Oct 2025
Python Programming Certification
University of Michigan
2025
Programming for Everybody (Getting Started with Python) - Coursera
Technical Delivery & Field Operations Training
Professional Development
1997-2025
Continuous professional development in field operations, technical delivery, CRM systems, and leadership across NCR and Retalix