I see the opportunity before it becomes obvious.

Customers were downloading call recordings from CXone with no monetisation model. Every download was a cost to NICE and zero revenue. Nobody had questioned it — the feature existed before anyone thought about unit economics.

My insight: recordings have different value. A compliance audit recording is worth more than a random sample. I proposed tiered unit-based pricing — charge per download, scaled by use case and volume. I owned this end-to-end: business case, pricing model, stakeholder alignment, and execution.

The CXone Recording Player was the most-used supervisor tool — and the most-hated. Clunky navigation, slow loads, confusing controls. Supervisors spent hours in this daily, and it was actively making their job harder.

My approach: I didn’t start with a redesign brief. I started by sitting with supervisors. Mapped every friction point. Prioritised ruthlessly — fast playback, keyboard shortcuts, inline annotations. Also delivered Amazon Connect integration and stabilised inbound call processing.

Relationship managers managed client interactions across disconnected systems — spreadsheets, email chains, manual logs. High-value client subscriptions took hours to process. Compliance risk was everywhere.

What made this hard: the migration wasn’t a tech problem — it was a people problem. I wrote persona-based PRDs so engineering built for real users. Negotiated across Tech, Sales, and Compliance simultaneously. Led 3 scrum teams. Automated 6 manual reports (promoted, top-tier appraisal). Architected the LIBOR transition to ICE’s 3-layer transaction reporting — delivered on time.

The EMMI benchmark system governs ICE EURIBOR rates across the EU. It ran on fragmented, paper-based processes across 30 panel banks. In a post-LIBOR world, this wasn’t just inefficient — it was a regulatory risk.

My role: I led the technical XML-based implementation from scratch. Not a migration — a completely new digital contribution system. Every schema decision affected how 30 banks reported data to regulators. I was the bridge between what regulators demanded and what banks could deliver, negotiating across EU time zones.

Screen Recording Analytics — Pitched at 2024 Sparkathon; grew into a $20M opportunity. Voice tells you what agents say; screens tell you what they do.
Mini Player — Embeddable floating player, turning a standalone product into a platform component.
In-App AI Help — Context-aware guidance inside CXone. Proposed before “AI copilots” were a buzzword.
Player Highlights — AI-driven key moments, sentiment shifts, and coaching cues inside recordings.
Multi-ACD Integrations — Opened CXone Recording from vendor lock-in to the full contact centre market.

Also led the NPS initiative for the Recording org and ran domain training for new joinees.