I design the call path from first ring to resolved case.
Sr. Principal CCaaS & AI Agent Sales Engineer Architect at Slalom, and Executive Advisor for Conversational AI & CX Architecture at Cencora. 25+ years turning contact centers into agentic, AI-native platforms — without breaking what already has to work: life-safety routing, compliance, and uptime.
What I actually do
I sit at the intersection of contact-center telephony and agentic AI — the architect in the room who can spec a SIP interconnect and design an AI agent's guardrails in the same meeting.
My focus is healthcare and regulated-industry CCaaS modernization: replacing end-of-life platforms (Genesys Engage, legacy IVR) with agentic, cloud-native contact centers — Amazon Connect, Salesforce Agentforce & Service Cloud Voice, Genesys Cloud CX, NICE CXone — while preserving the things that can't break: life-safety routing, compliance, and carrier continuity.
Recent work spans customer discovery and data-readiness assessments, AI agent design (prompt engineering, model selection, guardrails, tool/action integration), Agent-to-Agent architecture, serverless integration builds, RAG/knowledge-base configuration, MCP server configuration, and field enablement for other solution architects.
Selected work
Led the technical sales engineering and solution architecture that closed SSA's migration to Amazon Connect on AWS GovCloud — one of the largest public-sector contact-center modernizations in the Amazon Connect portfolio at the time. Owned the architecture narrative from discovery through technical close, working across compliance, security, and legacy-telephony constraints specific to a federal, life-safety-adjacent environment.
Designing the target-state Solution Architecture Definition for a CCaaS transformation replacing an end-of-life on-prem platform ahead of a 2027 go-live. Evaluated three telephony connectivity models against CPUC/FCC life-safety and storm-response routing obligations, recommended a hybrid client-managed-edge pattern that eliminates carrier and number-porting risk, and mapped the reporting/data architecture across speech-analytics, IVA, and workforce-management sources into the client's cloud data warehouse.
Run customer discovery and data-readiness assessments for healthcare provider contact centers moving to agentic AI platforms. Design the AI agent layer — prompt engineering, model selection, guardrails, tool and action integration — alongside Agent-to-Agent architecture and RAG/knowledge-base configuration, then build the serverless integration layer (Lambda, API Gateway, Step Functions) that connects it to the client's systems of record.