Charles R. Steinmetz Jr. is a CX and AI strategist with deep experience in workforce optimization, contact center operations, and enterprise software sales. After years selling and implementing WEM solutions at companies like Cisco, NICE, and LiveVox, he saw firsthand why agent churn remains stubbornly high—even with the best tools in place. The problem isn’t software; it’s the lack of coaching bandwidth.

To solve that, Charles bootstrapped and patented a method for orchestrating emotionally aware AI personas. His first proof-of-concept, Grace, is an AI coach designed to reduce attrition and improve agent engagement. He’s personally invested over $50K, retained Foley & Lardner for IP protection, launched an MVP, and is now actively leading go-to-market efforts with direct buyer outreach and pilot discussions underway.

Charles brings a rare combination of frontline empathy, enterprise systems thinking, and execution speed. He’s excited to collaborate, learn fast, and contribute as part of a team committed to solving hard problems with meaningful impact.