Worked with product and field teams to translate customer requirements into end-to-end conversational workflows, improving usability and adoption.

Built prompt evaluation and red-team testing workflows to improve reliability and safety in customer-facing demos.

Supported multi-channel experiences (WhatsApp, iMessage), helping shorten POC setup time by ~2 weeks for customer evaluations.

Developed a Python/Twilio/OpenAI messaging system used in live environments, handling hundreds of daily interactions with reminders and escalation flows.

Worked directly with clinical and operations stakeholders to refine workflows, compliance requirements, and user experience.

Ensured HIPAA compliance through RBAC, PHI redaction, and use of HIPAA-eligible services under BAAs.

Developed agent creation and discovery workflows to help users quickly understand and explore product capabilities.

Automated initial agent setup, supporting early adoption and contributing to growth from ~10 to ~600 MAUs.

Conducted 100+ user and customer interviews to gather feedback and refine product demos, contributing to early adoption and retention.

Built diagnostic tooling and incident classification workflows to improve triage, root-cause analysis, and customer resolution.

Conducted technical deep dives and RCAs for high-impact customer escalations involving APIs, databases, and UI layers.

Helped improve incident response playbooks and on-call workflows to support customer-facing teams.

Worked on licensing and provisioning systems to improve reliability of customer access, configuration, and onboarding workflows.

Improved Apex testing infrastructure, reducing test failures by ~30–35% and increasing confidence in customer-facing releases across large, multi-team codebases.

Built backend services and internal tooling (Java, Python, SQL), including a distributed cache test framework to support performance testing and scalable deployments.