About
An engineer who builds support systems that hold — Zendesk, CX, and the deterministic AI layer on top.
Focusing on high-volume customer experience architecture, deterministic event loops, and LLM triage reliability. Based in London; working globally.
First-person arc
I have spent the last twelve years at the boundary where human conversation collides with distributed software systems. When an enterprise reaches sufficient scale, support ceases to be a staffing exercise and turns fundamentally into an infrastructure problem: state machines, distributed ticketing queues, asynchronous websocket handoffs, and deterministic triage contracts.
Between 2021 and 2024, I served as Engineering Lead at Upwork, responsible for the global Help Center, Legal Operations Center, and automated support triage bot. When our chatbot plateaued at 34% resolution, we resisted the knee-jerk impulse to endlessly tweak prompt parameters. Instead, we re-architected the entire pipeline around strict schema-validated transitions and direct stateful handoffs to Zendesk. First-contact resolution climbed from 34% to 58%, while batching state handoffs slashed backend API consumption by 60%.
In 2025, I founded Adommo — an independent CX and AI systems engineering consultancy. I advise engineering leaders and CX executives at late-stage startups and high-scale platforms who need support systems that actually hold under operational stress.
This website is my personal notebook. It is where I write out my technical retrospectives, document architectural failures in plain sight, and examine why systems break and how to construct them with mechanical certainty.