02 — Staff-Level Impact
Architecture
I've designed and scaled platforms across web, backend, cloud, and communications systems. Most recently, I've been leading a contact center platform migration and building the tooling and real-time messaging that 4,000+ support agents rely on.
Product delivery
I turn ambiguous customer and operational problems into products that ship and move numbers, like the AI chatbot I drove from architecture to launch, now ~12% of customer acquisition.
Technical leadership
I set technical direction, get stakeholders aligned, and mentor the engineers around me, while staying hands-on in the implementation paths that actually ship.
03 — Projects
Unified Customer Experience Platform
Directed the technical strategy and architecture for replatforming Rivian's 4,000+ agent contact center from Amazon Connect to Twilio Flex, leading a core team of six engineers while staying hands-on in TypeScript, React, and integrations. Drove vendor evaluation, ADR authorship, contract negotiation, and executive approval across operations, sales, finance, legal, and customer experience, then shipped AI call summarization at 98% acceptance and a versioned CI/CD pipeline that moved releases from monthly to weekly. Recognized with Twilio's Excellence in Connected Experiences award. The platform spans React and Electron agent interfaces, Node.js services, real-time WebSocket orchestration, Salesforce integrations, AI workflows, and versioned CI/CD infrastructure.
Rivian AI Chatbot
Led product and technical delivery of Rivian's AI chatbot from architecture through public launch — contributing to ~12% of customer acquisition. Built conversation flows, live-agent handoffs, routing logic, and a GraphQL endpoint serving real-time vehicle pricing.
Exponent Community
React community platform serving 2,000+ active users with 800+ verified PM and engineering interview questions. Launched as the #1 product management community on Product Hunt.
Formula SAE Electric
Developed a real-time data acquisition system connected to the web via 4G for CSUN's first Formula SAE Electric Vehicle. Delivers 30+ data points per second from the vehicle's Data Acquisition System to Grafana dashboards used by multiple engineering teams.
04 — Experience
Directed technical strategy and architecture for Rivian's migration from Amazon Connect to Twilio Flex, managing a core team of 6 engineers while remaining an active technical contributor in TypeScript, React, and integration work. Partnered with stakeholders across operations, sales, finance, legal, and customer experience to secure executive approval through ADR authorship, vendor evaluation, and contract negotiation, replatforming a 4,000+ agent contact center, with inside sales and delivery migrations underway.
Consolidated fragmented internal web services into a unified cloud platform, establishing Romeo Power's first centralized tooling foundation.
Launched Exponent's community platform — the top product management community on Product Hunt — a React application serving 2,000+ users with 800+ verified interview questions.
04 — Speaking
How Rivian Built a Unified Customer Experience on Twilio
How Rivian replaced its communications stack with Twilio Flex ahead of the R2 launch, consolidating customer data across messaging, voice, and conversational AI into one connected agent experience. A walkthrough of the architecture, the migration, and the tradeoffs of building on a unified communications platform.
Digital customer engagement for automotive
How Rivian stood up its Customer Engagement Center on AWS, unifying support channels, routing, and the Rivian Guide experience for a brand-new EV company. This segment covers the engineering behind it — the channel architecture, agent tooling, and lessons from launching customer support at scale.
05 — Recognition
Excellence in Connected Experiences
Rivian received Twilio's Excellence in Connected Experiences award for its unified customer experience platform on Twilio Flex, spanning voice, messaging, and AI-powered support. I led key parts of the Twilio Flex architecture and migration across these workflows.
View announcement06 — Stack
Front-end
Distributed backend
Cloud & platform
Data-intensive apps
Customer comms infra
Languages & tooling
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TOUCH.
Staff-level engineer and product-minded technical leader. I build AI-powered products, scalable platforms, and high-performing teams. Based in Los Angeles, remote-friendly.