Hello, I'm
25+ years of experience architecting enterprise communication solutions. Specializing in Genesys Cloud, Twilio, and building systems that connect millions of conversations.
I'm a Senior Contact Center Platform Engineer based in San Antonio, Texas, with over two decades of experience designing and implementing enterprise-grade communication systems.
Currently at Navan, I architect and manage sophisticated routing systems that handle millions of customer interactions across voice, chat, and email channels. My expertise spans the full stack of contact center technology, from IVR development to API integration and real-time analytics dashboards.
Prior to Navan, I spent nearly 19 years at Wells Fargo, where I served as the sole developer for their Genesys Engage platform and created innovative solutions including a custom programming language and enterprise-wide codebase consolidation deployed with zero defects.
I'm passionate about building systems that just work—reliable, scalable, and elegant solutions that make complex routing logic feel effortless.
Experienced in AI-assisted development, I leverage tools like Cursor IDE and Claude to accelerate implementation while applying senior-level architectural oversight to ensure AI-generated code follows composable design patterns, avoids technical debt, and maintains long-term maintainability. I believe AI is a powerful force multiplier for experienced engineers -- but only when guided by someone who understands the difference between code that works and code that's built right.
AI pair programming, architectural oversight, prompt engineering for complex multi-step implementations
Identifying structural deficiencies in AI-generated output: duplicated logic, misplaced responsibilities, violated design patterns
Directing AI to build reusable OOP building blocks instead of monolithic implementations, ensuring composability across features
Using AI to rapidly prototype CLI tools, infrastructure automation, and API integrations while enforcing engineering discipline
API integration, architectural design, data actions, routing management
Studio, Conversations, Voice, TaskRouter, serverless functions
API development for authentication and security setup
API integration for agent, role, and team synchronization
Node.js, JavaScript, C#, SQL
Application, web, and middle-tier development
SQL, MSSQL, star schema design principles
RESTful APIs, system integration, webhooks
Complex routing logic, skill-based distribution
Interactive voice response systems, call flows
Testing, deployment pipelines, zero-defect delivery
Real-time metrics, analytics visualization
Leading the architecture and development of enterprise communication systems across multiple platforms.
Served as sole developer and subject matter expert for Genesys Engage platform, driving innovation and enterprise-wide solutions.
Software developer creating accounting PC software for the Petroleum Distribution Market.
A suite of custom HTML dashboards extending Genesys Cloud's capabilities, providing operational views and insights that aren't available in the native Genesys UI.
Real-time monitoring of all active and queuing conversations across calls, chats, and emails.
Comprehensive view of agent status, skills, and current activity.
Focused view of email queue management with SLA tracking.
Task/workitem management view with filtering and grouping.
Visual representation of routing logic from Genesys DataTables.
Detailed queue configuration and company-to-pool routing views.
Designed and implemented a custom programming language using IRD strategies and subroutines as the interpreter. This real-time parsed language eliminated compilation requirements, enabling developers to write call flow logic efficiently.
Unified 18 individual tenant IRD codes into a single Enterprise Codebase at Wells Fargo. Successfully deployed across all tenants over six months with zero defects during upgrades.
Infrastructure as Code framework for Genesys Cloud using Terraform. Supports multi-org deployments with bidirectional sync between PROD and STAGE. Manages a wide range of resource types including Data Tables, Data Actions, Queues, Skills, and more—with built-in safety guards for production.
A Node.js CLI tool for safely promoting Genesys Cloud Architect flows between PROD and STAGE environments. Features version verification to prevent overwriting others' changes, automatic dependency syncing, no-change detection, and missing reference alerts with suggested fixes.
Built using AI-assisted development (Cursor IDE + Claude), with senior-level architectural direction ensuring the tool follows OOP compositional patterns -- each action (fetch, checkin, publish) is an independent class with defined input/output contracts, and complex workflows like promoteToStage and promoteToProd are composed by chaining these actions rather than duplicating logic. This approach demonstrated the critical role of experienced engineering oversight in AI-generated codebases.
Developed a practical methodology for directing AI coding assistants to produce architecturally sound code. Through hands-on experience building production tools, identified common failure patterns in AI-generated code -- duplicated logic, global state contamination, missed abstractions -- and established review patterns that catch structural deficiencies before they ship. Applied across multiple projects including Terraform IaC frameworks and CLI tooling.
Developed a custom softphone using Genesys Workspace Desktop Edition with TCP socket communication for third-party integration, HTTP listeners, banker alerts, and streamlined agent operations.
Created a web application using Genesys Platform SDK for managing transaction lists, personnel, agent groups, routing points, and virtual queues with role-based access control and comprehensive audit trails.
Built a comprehensive Twilio dashboard within the serverless environment displaying real-time metrics including calls and chats in queue, agent assignments, skill groups, and team status views.
Integrated four distinct systems of record into a single unified interface, enabling users to manage records efficiently from one platform and streamlining operations across the organization.
I'm always interested in discussing new opportunities, challenging projects, or ways to improve contact center operations. Feel free to reach out!