AI & Automation Systems Transformation
As AI & Automation Project & Product Manager at the Better Business Bureau, I lead a digital transformation across our operational, customer success, and internal workflows. We shifted from fragmented manual systems to intelligent, AI-powered processes—built on IBM Watsonx, LangChain, HubSpot, and Snowflake. The result? Streamlined operations, real-time visibility, and scalable support systems across departments.
Leading Strategic Automation & AI Adoption Across the Enterprise
Project Snapshot
I authored and led the end-to-end strategy for our AI and automation efforts—spanning vision, principles, and cross-functional execution. Our roadmap merged intelligent workflow automation, CRM-integrated agents, and user-centric experience design.
What I am Building:
EMMA – A branded AI agent integrated with IBM Watsonx for content generation, knowledge retrieval, and smart UI actions.
Rep Dashboard – A new interface for customer success reps showing prioritized queues, auto-assignment logic, and call history.
Automation Workflows – AI-driven flows for email orchestration, call tracking, and customer journey stage prediction.
AI Strategy & Vision
Designing the Infrastructure Where Intelligence Scales
I’m building the backbone of enterprise AI at BBB—designing architectures that support LLM training, multi-modal agent orchestration, and hybrid frameworks that merge RPA (Robotic Process Automation), IPA (Intelligent Process Automation), and now APA (Autonomous Process Agents). From vector databases to orchestration layers, each component is built for explainability, adaptability, and scale.
AI & Automation Architecture
System-Aware Interfaces
This prototype visualizes our unified dashboard across AI-powered workflows—from automated scheduling to real-time call logging. Every element is architected to reduce user friction, prioritize actions, and integrate seamlessly with agent orchestration layers. Designed in parallel with our multi-agent automation infrastructure, the interface adapts dynamically to status, role, and AI-driven outcomes.
Customer Journeys, UI & UX
Key Results
Unified UX across email, scheduling, and call-tracking systems
35% reduction in manual workload for Customer Success reps
+30% CSAT from streamlined onboarding & follow-ups
Strategic launches aligned with Wizarding World calendar
Built EMMA: first-gen branded AI agent for internal users
AI & Automation Tech Stack
Foundational Platforms
Amazon Bedrock · IBM Watsonx · Hugging Face · Databricks
Agent & Orchestration Frameworks
LangChain · LangGraph · LangFlow · CrewAI
Multi-Modal Multi-Agent Systems · Autonomous Agent Frameworks
Workflow Orchestration · LLM Integration
RAG & Knowledge Systems
Graph Storage (Neo4j) · RAG Pipelines · Vector Stores (Pinecone)
Automation & Process Intelligence
UXpilot · Lovable · Bolt · UiPath · Zapier · n8n · Airtable · Supabase
RPA · IPA · APA · Low-Code/No-Code Automation
AI Ops & Optimization
Prompt Engineering · AI Evaluation Loops · Intelligent Process Design
Final Notes
This transformation proved that AI isn’t just about automation—it’s about augmentation. From process alignment to predictive modeling, our systems empowered humans to make better decisions, faster. The outcome? A scalable model for intelligent operations that’s now a template for the rest of BBB.
