- Developed TypeScript AWS Lambdas for a Twilio Flex call center upgrade, achieving zero downtime during migration, enhancing control and efficiency, and facilitating work routing for hundreds of agents integrated seamlessly with our own workflows. Worked with DynamoDB and AWS SQS.- Created a robust Terraform infrastructure as code resource to make sure our Twilio integration could be recovered, duplicated, and deployed with confidence.- Implemented a complex branching Amazon Lex chatbot from scratch using AWS Lambdas. By analyzing customer communication, we were able to triage high priority requests, dismiss some inbound communications entirely, and extract relevant details in response to automated questions. Ultimately, this reduced workload of support agents by 15%, improving support cost per package by 8%.

- Led effort to overhaul customer marketing integration. This required coordinating customer/external agent info and analytics events across multiple servers enabling Product to rapidly deploy new communication campaigns for marketing, upsell, and retention.- Developed and maintained complex ad request and fulfillment services in Rails, integrating with 4 networks leading to over 1M in revenue, materially improving unit economics.. The service accommodates special business rules, dynamic maximization of expected revenue, parallel execution, and acting as a mediator for external agencies requesting ads.- Developed a novel Auto Refinance comparator, integrating with multiple finance partners to fetch loan term estimates into a common format for seamless customer handoff. This was a new vertical with no recurring internal costs.- Designed and developed a custom subscription billing project integrating with Stripe. Features include multiple payment plans, billing schedules, retries, renewals, and payment method failover. Oversaw the maintenance and improvement of the software by a remote offshore team. The ability to offer a premium subscription and ad-hoc fees allowed us to economically address a larger proportion of the market. Custom retry/failover logic improved retention over Stripe’s native subscription offerings.

- Developed a complex SMS and contact center integration with Twilio Flex and Ruby on Rails for 50+ agents and managers.. The system includes task routing based on customer and agent attributes, display of conversation history, custom call recording player, drip marketing campaigns, permissioning, and seamless chatbot to agent handoff.- Created a secure PCI-compliant credit card experience, from the mobile client to backend to an inside agent using mobile PDF creation, a PCI vendor, and Salesforce integration. Automating this process led to a 30% increase in close rate.- Developed and deployed custom JavaScript and React plugins for Twilio Flex, allowing autocomplete suggestions, call transfers, MMS, call back requests, and UI customization, and more.Used AWS to create Lambdas, API Gateways, and DB producer/consumers workflows.- Developed a novel queueing, task routing, and skill system for Salesforce using Apex code, custom metadata types, and an integration to our customer rating server, replacing an entirely manual system of supervisors digging into agent’s work queues. Maintained many Apex triggers and code classes, and performed general Salesforce sysadmin tasks and process automation.

- Developed android app from the ground up in Kotlin, beyond parity of iOS and to spec from design/product.- Seamlessly integrated Google and Facebook sdks for a seamless signup and login experience without manual user input.- Developed a dynamic, fast, form engine that can generate a range of responsive UI with validation and animation.- Integrated libraries for payment, analytics, and license scanning from the camera. - Strategically developed UI integration tests and unit tests to ensure critical path operations remained functional without manual testing that drastically reduced regressions.

Overhauled the mobile live streaming android app Hang w/. Broadcasts live video from your phone to other smartphones.-Improved broadcasting by adding flipping camera during a broadcast, video filters, playing a prerecorded video on stream with a camera picture in picture, and OpenGL acceleration for new features.-Converted networking layer of app off of Facebook's Parse (a BAAS) onto a custom backend using REST API.- Added in app purchases from the Play Store and purchasing of items on our own servers.- Added XMPP messaging both live during a broadcast as a chat room and as direct private messaging.- Integrated Facebook,Twitter, and Youtube SDKs for login, sharing, and posting.- Implemented a custom Ad Video Player that requests VAST ads, plays ad videos, and reports playback, click through, and skip behavior.- Implemented many other pages, features and designs from spec over lifetime of product.

Works in: Adobe Flex, Coldfusion