At StormReplyUS, I ran delivery, operations and practice development for an AWS Premier Consulting Partner focused on AI-enabled customer experience. I led end-to-end delivery of an AWS-native insurance customer experience platform, translating discovery into a phased roadmap for voice, chat and AI-assisted experiences.
I turned ambiguous GenAI requirements into decision-ready options and directed AI and voice architecture discovery. I also established sprint and scope forecasting and used evidence-based change control to protect fixed-fee delivery economics.
I built and standardized a reusable CX AI delivery framework, bringing fragmented assets together into a methodology for internal teams, the Reply network and AWS. I also helped shape the Amazon Connect practice strategy, including packaged services, demos and Marketplace positioning.
At Slalom, I led enterprise cloud migration, product development and digital transformation programs across several industries. My work included serving as Program Manager for an AWS cloud-native emergency management application and as Solution Owner for AWS migration strategy; earlier, I created Boyd Gaming Corporation’s IT R&D project methodology and delivered business and regulatory systems at MGM MIRAGE.
