Platform delivery
Genesys MCP platform
Built a Genesys MCP server with OAuth, PKCE, and RBAC for incident diagnostics against APIs and RCAs. Reusable toolkit deployed with engineering partners — path to production triage at scale.
Senior Unified Communications Engineer · MBA · Zillow Group · Seattle · Remote
Measurable outcomes on contact-center platforms at enterprise scale.
Genesys Cloud, cross-vendor integrations, and hands-on AI delivery with engineering partners for production.
1,100+
Users on Genesys Cloud across 3 verticals
300+
Users on real-time transcription
67%
Reduction in live chat requests
1,500+
Zero-touch provisions
Case studies
Selected work
AI enablement
FORGE AI Pod & AI Champion
Led AI Days and workshops; documented agent-assist reference architecture. Teams moved from curiosity to reusable patterns.
Pilot evaluation
Einstein for Service + Genesys
Unblocked a stalled vendor integration and ran the pilot end-to-end. Leadership got a real ROI decision — including a disciplined no-go.
Platform delivery
Real-time transcription (SIPREC)
Led SIPREC/Twilio architecture with Genesys for production rollout — 300+ users. Telephony layer for AI on live calls.
Platform migration
ShoreTel, Mitel & Avaya → Genesys Cloud
Led multiple legacy-to-Genesys cutovers — 1,100+ users across three business verticals, each with distinct routing, Salesforce integration, and launch requirements. Earlier programs include a 5,000-user ShoreTel-to-Mitel migration with zero call-flow disruption and Avaya contact-center transitions to Genesys.
Platform expertise
Depth behind these outcomes
Escalation lead for Genesys Cloud — incident commander, RCAs, calm delivery under pressure.
Cross-vendor integrations: Salesforce, ServiceNow, Datadog, and Twilio.
AI prototyping with engineering partners — MCP, agent assist, production hardening.
Experience
10+ years at Zillow Group
Senior Unified Communications Engineer
Senior escalation lead and Genesys Cloud platform engineer. Led cutovers for 1,100+ users across three verticals, zero-touch onboarding (1,500+), SIPREC (300+ users). Reduced UC toil 10% (2024) and 8% (2025).
Unified Communications Engineer
Enterprise telephony and contact center platforms — ShoreTel, Avaya, Salesforce CTI. Designed routing workflows for 5,100+ calls. Scaled call recording from ~100 to 1,000 users.
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Remote-friendly · Contact-center platform engineering and solutions roles.