Projects / Voice Operations

Voice Operations

I’ve designed the operational tools that power our voice platform, evolving our contact center foundation to support the execution and management of AI voice agents at scale.

conversation view

Monitoring voice interactions

The conversation view was designed around the call transcript and language metrics as a single point of truth for contact center supervisors, quality assurance specialists, and analysts.

It includes QA features like annotations and a built in evaluation form UI that organizations can use with their own evaluation rubrics.

It also includes automated scoring on an agent’s (bot or human) performance.

Integrations Library

Connecting External Systems

I redesigned the Connectors library to be easier to find the right integration.

I also introduced a wizard UI for setting up common integrations that our customers were having a hard time setting up.

Call Campaign Management

Executing outbound campaigns

The Autodialer tool was designed to manage outbound AI voice bot campaigns.

I worked with customers to come up with requirements and the metadata they wanted to track for the outbound call campaigns.