Build and scale full-stack platform services for user onboarding, identity management, privacy controls, and secure public-safety workflows. Develop React applications, Node.js APIs, database models, and complex SQL queries. Containerize applications with Docker, deploy Kubernetes microservices using Helm, and leverage AWS services including S3, API Gateway, and SQS. Solve authentication, authorization, performance, and data-security challenges while shaping foundational platform architecture.

Lead a CX Design practice to create end-to-end, cross-channel support journeys and service blueprints. Manage and coach a team, oversee AI-enabled support, knowledge governance, and delivery of transformation programs (platform migrations, telephony, Salesforce, AI deployments) from scope through hypercare. Establish repeatable methods, ownership, quality standards, and measurable cross-functional influence.

Own the cloud video product roadmap for onboarding, live viewing, playback, management, and search. Lead platform strategy and third-party integrations, partner with Engineering/Design/Go-to-Market/Customer Success, run customer discovery, and establish metrics to evaluate video performance and engagement.