After building custom solutions at Five9, I’m bringing that hands-on enterprise engineering experience to Parloa, helping organizations deploy AI solutions that are scalable, resilient, and built for production. My work focuses on translating complex customer requirements into repeatable, high-quality delivery through strong product and services alignment, thoughtful architecture, and deep technical integrations. I operate with a strong sense of ownership, partnering across customer, sales, and product teams to accelerate customer outcomes, reduce delivery friction, and turn field learnings into long-term platform and service improvements.

Currently embedded with Wells Fargo, facilitating their global migration from an on-premises Genesys environment to the Five9 CCaaS cloud platform.

Lead short-term development projects, gathering customer integration requirements, analyzing feasibility using Five9 APIs, and designing end-to-end solutions. Manage multiple concurrent client engagements, estimating level of effort and delivery schedules. Author Statements of Work and communicate technical solutions to non-technical stakeholders.

Build custom middleware using Node.js, NestJS, and TypeScript to bridge Five9 with client CRMs including Salesforce, ServiceNow, HubSpot, and bespoke enterprise systems. Develop HTML5 web applications, REST APIs, and agent/admin UIs using Vue 3 and Quasar for custom workflows, CTI screen pops, and client-specific dashboards. Customize Five9's Agent Assist product, leveraging AI to increase agent productivity, and partner with clients to tailor the Agent Desktop for CRM integration.

Worked for Apple as a client managing the various AppleCare IVRs and their Messaging Platform. Implemented a first of its kind customer authentication technology which leverages iOS, macOS, and watchOS Authkit which supports authentication via Touch ID or Face ID saving Apple over 25 million dollars a year. Integrated the IVR with Apple Business Chat Agents to give the customer the option to switch the channel to chat if the after hours voice queue is too long. Worked on an App Store integration that supports multiple locales and currencies where customers can receive information about recent purchases, request a refund, or receive an e-mail copy of their receipt. Migrated stateful J2EE IVR applications to AWS cloud technologies leveraging Lambda, DynamoDB, API Gateway, S3, and EC2. Implemented multi channel IVR communication where the customer could SMS their product’s serial number to the IVR while on the phone for DTMF only locales. Set up our own internal DevOps infrastructure using Genesys, Jenkins, and AWS where a developer can test their Git branch through GVP before submitting a merge request. Migrated all of the internal team’s projects and DevOps from a hosted SVN provider to our own internal GitLab Server hosted in AWS. Integrated static code analysis into our Code Review process.

Managed a three-person team providing call center support and enhancements for a 24x7x365 call center that fielded over 17 million calls and processed close to a billion dollars in payments a year. Worked with the business analysts to come up with ways to increase the customer experience and then created project plans to implement them. Managed the project to create a brand new middleware that integrated various front ends to our CIS system using a RESTful API. Orchestrated the replacement of the legacy Rockwell switch with the Interactive Intelligence Platform which included an entire rewrite of all of the call center applications into an open standards VXML J2EE platform. Designed the failure and disaster recovery procedures for these applications and took part in tabletop drills to test its success. Created the CTI Interface between the IVR and the Agent’s Desktop using Interactive Intelligence’s IceLIB. Managed migrating the Call Center to Windows 7 which included changes to the Desktop application to remove the dependency on Visual Basic 6. Involved with the localization of our application to support Mandarin, Cantonese, Korean, Russian, and Polish. Performed Design and Code Reviews.