Greater Chicago Area
With nearly two decades in engineering, I've worked across financial services, healthcare, and SaaS. These days I spend most of my time at the intersection of AI infrastructure and the teams that build on it. One of my proudest earlier chapters was at Wayfair, where I led the technical implementation of ML and reinforcement learning models into production, powering smarter customer engagement strategies that generated millions in annualized revenue. At Help Scout, I lead the AI Services and Self-Service engineering teams, where we build the platform and products behind Help Scout's AI customer support. We shipped an in-house AI Gateway that centralizes model routing across providers (OpenAI, Anthropic, Google), usage tracking, billing, and content moderation. This is so any product team can adopt AI from a single, HIPAA-compliant endpoint and ship faster. On top of that foundation, my teams have extended AI Answers into email, and added agentic capabilities like tool-calling and third-party connectors. I care a lot about doing this responsibly through reliable evaluation frameworks so we know our AI does what customers expect, strong guardrails, and privacy-first posture (zero data retention for HIPAA, RAG over training on customer data) that I help shape alongside our legal and security partners. I love building high-trust teams and helping engineers do their best work. Increasingly, that means helping them fold AI into how they design, review, and ship software without losing ownership of quality. A lot of my energy goes into making cross-functional collaboration work, so the technical bets we make translate into real business outcomes. Earlier in my career, I built market data systems at Activ Financial that delivered significant gains for our customers, and at GE Healthcare I developed medical imaging solutions that met strict regulatory requirements while supporting hospital growth. When I'm not building software or leading teams, you can find me improvising at The Second City. Let's chat about engineering leadership, AI/ML in production, or scaling high-performing teams!
I joined Help Scout as Engineering Manager for the JVM Guild, where I found the perfect mix of hands-on leadership and strategic guidance. Leading a globally distributed team, I love navigating our ecosystem to drive exceptional backend services. When I started, we were rebuilding from scratch. I led the charge in revamping our final-round interview process to better identify top talent, cutting false positives and sharpening my own understanding of what makes an engineer tick. From there, I focused on empowering Tech Leads, establishing strong async communication, and sharing lessons learned across the org, both internally and externally. In 2026, I stepped into leading Help Scout's AI engineering which is at the center of how we deliver AI-powered customer support. The mandate grew from running reliable backend services to building the platform and products our customers' AI experiences are built on: * Shipped an in-house AI Gateway that centralizes model routing across providers, usage tracking, billing, and content moderation. This gives every product team a single, HIPAA-compliant endpoint and letting them ship AI faster * Enabled HIPAA-compliant AI with a zero-data-retention strategy, including standing up Google Vertex AI/Gemini for regulated customers * Extended AI Answers into email, then added agentic capabilities (tool-calling and third-party connectors) to expand what our AI can do * Stood up evaluation frameworks and led a major LLM observability migration so we can measure AI quality and catch regressions before customers do * Partnered with legal and security to shape our responsible-AI and customer-data policy (RAG, PII redaction, deidentification) At Help Scout, I'm passionate about building resilient teams and driving technical excellence. My approach: empower Tech Leads, communicate clearly across time zones, and help engineers fold AI into how they design, review, and ship without giving up ownership of quality.
Led teams to deploy Reinforcement Learning (RL) models that optimized daily email notifications for a massive audience. This effort resulted in significant revenue growth and cost savings through automation. Following a critical incident that resulted in the loss of 120M records and 100K unsubscription requests, I developed an automated tool to audit and backfill missing cache data, ensuring marketing data integrity and mitigating potential legal risks. I spearheaded the migration of real-time processing for customer visits, email opens, and email bounce events from a bottlenecked service to a stream processing engine. This transformation resolved recurring delays, improved event latency, and enabled our system to scale more efficiently.
As I led the development of our database comparison tool, I created a powerful system for analyzing market data outputs from multiple gateways across diverse regions. This tool quickly identified and resolved post-installation issues in our data feed systems, ensuring our largest client's contract renewal was a success. I designed and maintained our PHP-based web portal, providing clients with a seamless, on-demand experience that streamlined their operations and onboarding process. This solution not only boosted efficiency but also helped us land three new contracts. The historical data ingestion feature proved particularly valuable for client billing and reporting needs. As Tech Lead, I drove the implementation of our Django-based project management system. By leveraging automation tools, we reduced configuration errors and simplified hardware and software deployments across North America, Europe, and Asia. This streamlined communication among stakeholders greatly improved cross-functional collaboration.
I built two scalable PACS solutions that streamlined image storage and retrieval, enabling faster access to critical medical data. This allowed hospitals to scale their image storage horizontally, reducing storage needs while increasing operational efficiency. I led the effort to integrate secure authentication into our perinatal app, ensuring HIPAA compliance and improved patient data security.