02 — Staff Impact
Architecture
I've designed and scaled platforms across web, backend, cloud, and communications systems. Most recently, I took a one-week AI agent prototype to the advisor desktop that now handles most of Rivian's inbound and outbound calls and chats, on top of the platform migration 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
AI-Native Advisor Desktop
Architected and led Rivian's advisor platform in TypeScript and React on the Twilio Flex SDK, bringing calling, chat, live transcription, customer context, and AI-drafted service tickets into one workspace. After one week of pilot usage the business committed to a full cutover, and it now handles the majority of Rivian's inbound and outbound calls and chats.
- Cut voice handle time by about 2 minutes, voice wrap-up by a minute, and chat wrap-up by over 6 minutes versus the previous platform.
- Expanded a Twilio proof of concept with in-house AI agents, building a working prototype in one week alongside a vehicle service engineer, then won a fast-track from leadership.
- Delivered caller identity and history to advisors within seconds of answering, so customers no longer introduce themselves.
- Built the rollout's feedback loop, prioritizing advisor reports with the team while AI agents led bug research and root-cause analysis, which sustained near-daily production releases.
“We were trapped in a patchwork of third-party tools that didn't talk to each other. Our advisors were flying blind…toggling between dozens of tabs just to answer one single question.”
Unified Customer Experience Platform
Replatformed Rivian's 4,000+ agent contact center from Amazon Connect to Twilio Flex, spanning React agent interfaces, Node.js services, real-time WebSocket orchestration, and Salesforce integrations.
- Shipped AI call summarization at 98% acceptance.
- Moved releases from monthly to weekly with a versioned CI/CD pipeline.
- Led six engineers and won executive approval through ADRs and vendor evaluation.
- Recognized with Twilio's Excellence in Connected Experiences award.
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, and routing logic.
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
Turned a Twilio proof of concept into a company priority. Built a working prototype with in-house AI agents in one week alongside a vehicle service engineer, then won a fast-track from leadership.
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.
05 — 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.
06 — 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 the platform's architecture and the migration to Twilio Flex across these workflows.
View announcement07 — Stack
Front-end
Distributed backend
AI & agents
Cloud & platform
Data-intensive apps
Customer comms infra
Languages
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TOUCH.
Staff engineer and product-minded technical leader. I build AI-powered customer platforms, from contact centers and real-time messaging to the agent tooling thousands of advisors use every day. Based in Los Angeles, remote-friendly.