Amir Abou Baker
Former Sr. Director, Shared Services - Governance, Risk & Compliance MetaAmir is a global technology and operations leader who has steered large-scale transformations at Google, Meta, and WhatsApp. Operating at the intersection of technology and global scale, he specializes in bridging the gap between high-level strategy and complex execution. Throughout his tenure, Amir has built a reputation for transforming customer experience and shared services including Quality Assurance, Learning & Development, Tooling, and Analytics—into high-efficiency engines fueled by data and empathy. With a proven track record of optimizing massive internal and BPO workforces across diverse geographies, he views AI and automation as the keys to unlocking intuitive customer experiences. He redefines the self-service journey by ensuring the voice of the customer informs the product roadmap, he effectively closes the loop between global service delivery and technical innovation. Above all, he is dedicated to building high-performance, multi-functional cultures where operational rigor and human-centric innovation go hand-in-hand.
Monday, March 16, 2026: Agentic AI in Shared Services Bootcamp
5:15 PM Panel | Change Management Essentials for Seamless Adoption
As agentic AI assumes more autonomous roles in shared services, the greatest challenge isn't the technology—it's the people.
This session focuses on how to lead through change as workflows evolve, and human-AI collaboration becomes the norm. We’ll explore strategies to reduce resistance, build trust in AI systems, and support teams as roles shift from task execution to oversight, orchestration, and strategic contribution.
Attendees will gain practical approaches to upskilling, communication, and engagement—helping leaders turn potential disruption into an opportunity for growth, empowerment, and culture change.
Key Takeaways:
- Understand the human impact of introducing autonomous AI in shared services
- Learn proven strategies to reduce resistance and foster trust in AI-driven workflows
- Explore upskilling approaches that prepare staff for evolving higher-value roles
- Gain tools for transparent communication and employee engagement during AI transitions
- Discover how to build a culture that embraces human-AI collaboration, not competition.
Check out the incredible speaker line-up to see who will be joining Amir Abou.
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