Professional Summary
AI Solutions Engineer with 15+ years of proven expertise designing, shipping, and scaling enterprise communication systems, contact center platforms, and AI-driven automation solutions. Track record of building systems that support 1000s of users, reduce operational costs by 40–60%, and improve customer response times by 50%+.
Combines deep telecom and customer-experience technology expertise with modern AI development: AI agents, conversational AI, workflow automation, RAG systems, LLM integrations, multi-tenant SaaS platforms, and full-stack application development.
Led complex technical initiatives at LogMeIn, NICE inContact, Iron Bow, XANT.ai, Seekwell, and CSS Corp. Bridges business requirements, engineering excellence, and AI automation to deliver scalable solutions. Currently shipping production AI platforms (Chatyra multi-tenant SaaS, Agentic Chat, Contact Center Automation).
Currently seeking: AI Solutions Engineer, AI Automation Engineer, Conversational AI Engineer, Contact Center AI Engineer, or AI Integration Specialist. Available for consulting on AI adoption, system design, and enterprise automation.
Technical Skills
- AI / Automation: AI Agents, CrewAI, OpenAI APIs, LLM Integrations, RAG, Conversational AI, Prompt Engineering, Multi-Agent Systems
- Software: Python, JavaScript, TypeScript, Node.js, Express, Flask, React, React Native, Full-Stack Development
- Cloud / Data: AWS, Azure, OCI, Supabase, PostgreSQL, MySQL, SQL Server
- Contact Center / Telecom: Cisco UC, SIP, VoIP, Twilio, Asterisk, Contact Center Automation, IVR, Workforce Optimization
- DevOps: Linux, Docker, Git, CI/CD, Apache, Nginx, System Integration, Network Engineering
Core Expertise
- AI & Automation
- AI Agents · Multi-Agent Systems · CrewAI · Conversational AI · Retrieval-Augmented Generation (RAG) · Prompt Engineering · AI Workflow Automation · OpenAI APIs · LLM Integrations
- Software Development
- Python · JavaScript · TypeScript · Node.js · Express · Flask · React · React Native · REST APIs · Full-Stack Development
- Cloud & Data
- AWS · Microsoft Azure · Oracle Cloud Infrastructure (OCI) · Supabase · PostgreSQL · MySQL · Microsoft SQL Server
- Communications & Contact Center
- Cisco Unified Communications · UCCE · UCCX · Finesse · SIP · VoIP · Twilio · Asterisk · Contact Center Automation · SMS/MMS · IVR · Workforce Optimization
- DevOps & Infrastructure
- Linux · Ubuntu · Docker · Git · Apache · Nginx · CI/CD · Network Engineering · System Integration
Professional Experience
Telecom Engineer II — Seekwell
2022 – Present · 4+ years
- Designed and deployed enterprise communication infrastructure supporting 500+ customers; led SLA improvements reducing downtime by 35%.
- Led troubleshooting and performance optimization across voice, SIP, networking, cloud, and contact center platforms; resolved 95%+ of critical incidents within SLA.
- Architected automation solutions reducing manual support workload by 40%.
- Partnered with product and engineering teams on modernization roadmap.
NOC Manager — CSS Corp
2021 – 2022 · 1 year
- Managed NOC team of 12 engineers supporting enterprise infrastructure platforms serving 50+ Fortune 500 customers.
- Reduced MTTR (mean time to recovery) by 45% through improved incident response workflows and on-call escalation process redesign.
- Designed and deployed automation solutions for alerting, reporting, and change management; saved 200+ hours annually through operational efficiency gains.
- Maintained 99.7% service availability SLA across all platforms; led root-cause analysis sessions to prevent recurrence.
Senior Telecom Engineer — XANT.ai (InsideSales.com)
2016 – 2021 · 5 years
- Supported large-scale telecom and contact center infrastructure serving 1000+ enterprise customers; maintained 99.9% uptime SLA.
- Designed and deployed SIP/VoIP integrations connecting sales and support platforms; enabled real-time communication for 500+ concurrent users.
- Built Python and Node.js automation workflows for system monitoring, alerting, and incident response; reduced on-call response time by 50%.
- Collaborated with product and engineering on platform enhancements; contributed technical requirements for cloud migration project reducing infrastructure costs by 30%.
Field Network Engineer — LogMeIn
2014 – 2016 · 2 years
- Designed and deployed enterprise networking and UC solutions for 200+ customer deployments; managed $5M+ in infrastructure projects.
- Performed advanced troubleshooting across network, voice, and collaboration platforms; achieved 95%+ first-call resolution rate.
- Worked directly with C-level clients to architect business continuity solutions; captured 12 upsell opportunities worth $2M+ ARR.
- Led technical onboarding for Fortune 500 customer migrations; trained 50+ customer engineers on platform administration and troubleshooting.
NOC Engineer — NICE inContact
2013 – 2014 · 1 year
- Supported cloud contact center platform serving 300+ enterprise customers across 50+ countries; handled 400+ support tickets/month.
- Troubleshot and resolved voice, routing, network, and platform issues with 90%+ resolution rate in first interaction.
- Contributed to platform stability improvements through root-cause analysis; identified patterns that led to 3 major bug fixes and 2 feature enhancements.
Senior Network Technician — Iron Bow Technologies
2011 – 2013 · 2 years
- Implemented enterprise networking and communications infrastructure for 100+ commercial and government customers; managed $8M+ in annual project revenue.
- Led large-scale deployments of Cisco UC, network infrastructure, and security solutions; trained customer IT teams on administration and support.
- Provided advanced troubleshooting and technical support across multiple technologies; documented best practices improving deployment efficiency by 25%.
Selected AI & Automation Projects
Self-directed portfolio projects — fully built, deployed, and live for demonstration. Not commercial products with paying customers.
Chatyra Service
Multi-tenant AI SaaS for home service contractors: AI receptionist (voice + SMS), dispatch, field-tech mobile app, inventory, customer engagement automation. Built and deployed end-to-end as a web dashboard, embeddable widget, WordPress/Shopify plugins, and mobile app on a shared Next.js + Postgres backend.
Stack: Next.js, Node.js, Postgres, Twilio, OpenAI, WordPress, Shopify, React Native. Highlights: multi-tenant architecture, live voice/SMS handling via Twilio, four delivery surfaces on one backend.
Agentic AI Chat App
Multi-agency chat with specialized AI agents: Finance (stock data), Healthcare (FDA), HR. RAG-powered responses, sentiment analysis, and live analytics, deployed live as an interactive demo.
Stack: Angular 17, Node.js, TypeScript, OpenAI, Supabase, RAG. Highlights: agency-specific agent routing, RAG pipeline with pgvector, real-time sentiment/intent analytics.
AI Contact Center Automation Platform
AI-powered workflows for contact centers: Voice, chat, SMS, routing, and skill-based automation — a working demonstration of the contact center AI patterns I spent 15+ years supporting in enterprise environments.
Stack: OpenAI, Node.js, Twilio, REST APIs, AI Agents. Highlights: skill-based routing, omnichannel (voice/chat/SMS) automation, agent-assist workflows.
Multi-Agent AI Systems
Built agentic workflows capable of research, task execution, content generation, workflow orchestration, and business process automation.
Stack: CrewAI, Python, OpenAI, RAG.
AI-Powered Customer Engagement Solutions
Developed AI-driven solutions for customer service, lead generation, appointment scheduling, and conversational automation.
Stack: OpenAI, Twilio, Node.js, Supabase.
Full-Stack SaaS Applications
Designed and deployed modern web and mobile applications integrating AI, payments, authentication, databases, analytics, and workflow automation.
Stack: React, React Native, Node.js, Stripe, Supabase, PostgreSQL.
Certifications & Training
- Oracle Cloud Infrastructure (OCI) AI Foundations — 2024
- Google AI Essentials — 2024
- Cisco DevNet Associate — 2023
- ITIL Foundation — 2015
- CompTIA Network+ — 2012
- CompTIA A+ — 2011
Education
Associate Degree — Computer Science
MCC Computer Technology Institute — 2007