AI Solutions Engineer / Sales Engineer / Software Developer - Computer-Talk Technology
(2022-05)
Promoted through multiple roles from Software Developer to Sales Engineer to AI Solutions Engineer, driving technical sales and custom software solutions for contact centers and AI engineering solutions.
- Promoted to Sales Engineer after excelling as a Software Developer, now driving technical sales and custom software solutions for contact centers, along with Engineering AI solutions.
- Designed and built an AI platform, for clients to manage their AI agents, with the ability to easily create and customize AI agents, manage their knowledge base, observe realtime performance dashboards, and constantly improve with AI generated analysis.
- Built the RAG pipeline from the ground up: ingesting PDFs, Word docs, spreadsheets, and crawled web pages, chunking the content, and embedding it into Azure Cosmos DB's vector index for retrieval.
- Engineered the retrieval and orchestration logic end-to-end in C#/.NET: structured, JSON-constrained prompts to Azure OpenAI for chat, embeddings, and intent classification, paired with a vector-search-plus-LLM-judge step that traces every answer back to its source passage and scores it for groundedness before it reaches the caller.
- Owned evaluation and operations: a "Simulation Lab" for adversarial and regression testing, a gap-analysis job documenting failure modes and low-confidence answers, per-call cost tracking across tenants, and tenant-scoped access controls over the knowledge base.
- Research and pitch innovative software solutions, supporting sales teams in presentations by demonstrating technical features to prospective clients.
- Developed an asynchronous C# .NET REST API with Twilio's Verification Service and an Angular front-end, enabling contact centers to verify callers against CRM profiles in real time.
- Built .NET REST APIs for custom CRM integrations, querying SQL databases to display caller info to agents during inbound calls.
- Designed multiple natural language understanding integrations with Microsoft Language Studio, optimizing customer interaction workflows and presenting results with Power BI
- Gained advanced SQL expertise, streamlining database queries for CRM and contact center applications.
Software Developer Intern - Centre for Advanced Computing, Queen's University
(2020-05 - 2021-09)
- Integrated IBM Watson Chatbot into a Python-based web application, enhancing user interaction.
- Programmed backend servers for microservices with Node.js and Axios, managing CRUD operations on a MongoDB database.
