Digital Banking by American Banker

Rob Brame is a Lead Solution Consultant at Omilia, where he works with enterprise organizations on AI-driven conversational solutions for the contact center. His entire career has been spent inside contact center and IT service environments, starting on the technology side before moving into operations. That background gives him a practical view of what contact center teams actually deal with day to day, and it shapes how he approaches every engagement.

For the past fourteen years, Rob has primarily been in presales as a Solution Consultant and Sales Engineer, working across platforms and industries before settling into the banking and financial services sector. At Omilia, he works closely with banking customers on how AI and agentic automation can improve self-service outcomes and the agent experience, with an emphasis on what is realistic to implement and measurable once in production.

Much of his recent work has centered on the shift from rules-based automation to systems that can reason, plan, and act across complex workflows. He has seen firsthand how much the challenge changes once organizations move beyond proof-of-concept, and he brings that perspective to conversations about building AI agent systems that can be trusted to operate at scale.