From System Logic to Human Experience.

For 15 years, I've lived at the intersection of technology and conversation. I started in the technical weeds—debugging ASR engines and architecting complex IVR routing flows—where I learned that a single logic error could break a customer's trust.

But as I moved into leadership roles, I realized that the technology was only half the battle. The real challenge was Experience Design: understanding the end-to-end journey, identifying where the friction actually lives, and designing solutions that feel effortless rather than just functional.

Today, I leverage my deep technical background in Conversational AI to build better service strategies. I don't just design flows; I design systems that account for legacy constraints, backend dependencies, and human psychology.