Boston, Massachusetts, United States
• Feature Lead, Flow Designer – Leading 3 feature development teams for an interactive builder that allows client businesses to create customer service workflows for their contact centers. • Incident Commander – Member of special team that leads resolution of critical issues impacting enterprise customers’ contact centers. Helped deliver 99.99% availability KPI of our contact center platform across the last fiscal year. • Additional Work - Developed two products – a large language model-based contact center virtual agent and a Contact Center help bot – from idea origination to proof-of-concept and gained stakeholder buy-in to officially integrate the features into the product. - Organized hackathon efforts within Flow Designer team by forming ideas, creating hackathon teams, and polishing demos. Personally won two consecutive business unit hackathons by conceptualizing ideas – in-product live debugging tool and AI generated flow templates – and leading my team to implement a proof-of-concept. Presented to leadership with positive feedback.