I make AI work inside enterprises that don't make it easy.
For eleven years, I've worked with brilliant engineers and business leaders to turn AI proofs of concept into systems companies actually depend on.
Selected Work
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One Virtual Agent Platform, Every Channel, One Telco
Designed a shared virtual agent architecture that spread across every major business function — customer care, HR, ITSM, credit, sales, field tech. 48M conversations across chat, voice, SMS, and app. Eight years later, the platform is so embedded in operations that it can't be switched off.
Agentic HR & ITSM
Architected HR and ITSM self-service chat and agent-assist for ~23K employees — case summarization, ...
Multi-Agent Orchestration
Advising on the architecture for agentic orchestration between ServiceNow Now Assist, Workday Assist...
Drive-Thru Voice Agent
Advised on the design and build of an automated order-taking voice assistant for drive-thru — handli...
Enterprise AI Academy
Designed and delivered a 6-month enterprise AI literacy program with office hours, a capstone projec...
Notes
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View all →Users First: Infusing AI at Lumen Technologies
How we approached AI adoption at Lumen — starting from the user problem, not the technology.
ServiceNow Generative AI: Now Assist
A practical breakdown of Now Assist and what it means for enterprise AI delivery in service workflows.