Genesys Cloud
Leading the Design of an Award-Winning Cloud Contact Center Solution
Worked closely with the Interactive Intelligence development team, executives and program managers. We were entrusted with creating the company’s first step into the cloud space, PureCloud. PureCloud is a contact center as a service (CCaaS) cloud platform that manages customer communication with comprehensive features.
Interactive Intelligence was later acquired by Genesys for $1.4 billion.
The opportunity
When I joined Interactive Intelligence (later acquired by Genesys), the product was powerful—but fragmented. Users had to navigate disconnected interfaces and inconsistent design patterns. My mission was to humanize this experience, align the product with modern SaaS expectations, and help unify its voice across teams, touchpoints, and time zones.
The approach
Established a Scalable Design System
Introduced a cohesive component library and visual language that enabled teams to build faster and stay on brand.Redesigned Core User Flows
Prioritized usability and accessibility in the redesign of communication dashboards, call routing, analytics, and customer journey tools.Collaborated Cross-Functionally
Worked closely with engineering and PMs to solve real-time issues and validate design choices with user research and testing.Led Creative Strategy
I bridged product and marketing—ensuring consistency in tone, visuals, and interactions across all digital experiences.
Design Highlights
Unified Agent Dashboard
Admin and Configuration Tools
Voice and Chat Routing Interfaces
Real-time Analytics UI
The impact
My work directly contributed to:
A more intuitive, modern user experience across the product suite
Increased adoption and reduced onboarding time for enterprise clients
Strengthened brand trust in a highly competitive space
The platform’s growth and eventual acquisition by Genesys for $1.4B
Reflection
This experience sharpened my ability to drive cross-functional alignment, lead with both empathy and precision, and shape not just how a product looks—but how it works and feels. It also set the foundation for my continued focus on building strategic, scalable design solutions in complex domains.
