Hands-on at director level
I write the prompts, read the traces, and ship the agent. Most people at this level stopped building years ago. I did not.
01What separates the work
Governance as a habit, not a policy document
I found production workflows still running on stale models and made model currency an owned decision instead of an accident. I worked with our CISO on PCI handling and agent safety boundaries.
Delivery at real scale, before AI was the job
Seven supervisors, six team leads, and 120-plus advocates at a health plan serving 3.8 million members. A 200-seat contact center stood up from nothing. I have run operations, not just projects, and it shows up in how I scope AI work.
Enablement that actually scaled
A daily thirty-minute AI call and weekly office hours, recorded and distributed, reaching more than forty people across functions. Format over ceremony. The goal was always to make the program not need me.
02Selected work
Built the agentic AI practice from zero
Multi-agent architectures for inbound use cases, and an agent taxonomy that matched agent type to use case.
A voice stack that holds up on real calls
ElevenLabs for speech, Deepgram for transcription, LiveKit for transport, GPT-4o underneath. Migrated customer implementations from GPT-3.5 to GPT-4o.
Owned the incidents end to end
Drove an Azure Content Filter production issue up to Microsoft and got it resolved. Led incident response on a Deepgram ISP outage and shipped recording disclosure safeguards the same day.
Trained the channel to build without us
Taught external partners agentic design and prompt engineering, with sandbox environments and VPN access they could actually develop against.
03Experience
IntelePeer
Jan 2019 – Aug 2026
- Director, AI Center of Excellence Jan 2025 – Aug 2026
- Director, Customer Success (AI Services) Jul 2024 – Dec 2024
- Senior Manager, Customer Success (AI Services) Jul 2023 – Jul 2024
- Manager, Customer Success Engineering Aug 2022 – Jul 2023
- Manager, Customer Success Apr 2021 – Aug 2022
- Lead Customer Success Manager Jan 2020 – Apr 2021
- Customer Success Manager Jan 2019 – Jan 2020
Seven roles, four function changes.
Arise Virtual Solutions
Aug 2017 – Jan 2019
- Senior Performance Compliance Lead
Quality, contract, and vendor management for 1,000+ independent businesses, with direct oversight of 40 quality and escalation resources.
Cognizant
Aug 2016 – Apr 2017
- Sr. Manager, Contact Center Operations
Stood up a 200-seat healthcare contact center from nothing. Onboarded 200+ employees through seven simultaneous training classes in five months.
EmblemHealth
Oct 2013 – Aug 2016
- Customer Service Manager
3.8M members across Medicare, Medicaid, and Commercial. Led seven supervisors, six team leads, and 120+ advocates across multiple sites. Consolidated the IVR from seven trees to two.
Earlier
2008 – 2013
- Customer Service Supervisor, Taurus Holdings Dec 2012 – Oct 2013
- Contact Center Manager, Bankers Healthcare Group Apr 2012 – Oct 2012
- Sales & Customer Service Supervisor, HomeServe USA May 2010 – Apr 2012
- Supervisor, Inktel Direct Sep 2008 – Jan 2010
Built the quality assurance program, employee review process, and hiring process at Bankers Healthcare Group, cutting outsourced costs by $40,000 in six months.
United States Navy
Jan 2002 – Aug 2008
- Sonar Technician Groton, CT
04Stack
VoiceElevenLabs (TTS), Deepgram (STT), LiveKit
ModelsGPT-4o, Azure AI, Azure Content Filter
AgenticMulti-agent architectures for inbound use cases, agent taxonomy by use case, prompt engineering
DeliveryGitHub, sandbox and VPN environment management for partners, model governance and currency review
DomainsHealthcare, dental, home services, consumer products, contact center and CPaaS
05Contact
Looking for a Director or VP of AI role.
Best fit is a company where AI is the product or a core line of it, big enough to have real delivery problems and small enough that I get to own them. Healthcare, dental, contact center, and communications are where I have the most depth. Remote, based in Ocala, Florida, and comfortable traveling.