I'm David — an enterprise engineer for hire. I run a NICE CXone practice for Fortune 500 contact centers, and I build custom software, CRMs & AI automations for teams that have outgrown off-the-shelf.
I run an enterprise consultancy across three specialties. Engage one — or let me wire them together when the real answer sits between platforms.
10+ years inside Fortune 500 contact centers. Dialer, IVR, ACD, Studio, WFM, QM, AI — the full platform, owned end-to-end.
When off-the-shelf doesn't fit, I build what does. Internal tools, custom CRMs, data dashboards, integrations — shipped fast, owned cleanly.
Bots, agents, and workflow automation that actually save hours — not demos. RAG pipelines, tool-using agents, and the plumbing to make them production-safe.
Engagements range from a two-hour diagnostic to multi-quarter architecture ownership. Pick a practice below — each lists the work I do most often.
Predictive, progressive, preview. Pacing that respects TCPA, list fatigue, and your AM/PM curves.
Flows callers don't curse at. Containment without the abandonment spike.
Skill-based routing that matches your real workforce, not the org chart from two reorgs ago.
Custom snippets, REST calls, dynamic data dips. Scripts that don't break on the next upgrade.
Forecasts that survive first contact with reality. QM evaluations supervisors will actually run.
SMS, email, and voice campaigns that don't get your brand flagged by carriers or 10DLC.
Genesys, Five9, Avaya → CXone. Plans that don't strand your agents mid-quarter.
P1 response in minutes. On-call engineering for teams that can't afford a ticket queue.
Built around how your team actually works. No more bending your ops to fit Salesforce licensing.
The Retool/Linear-grade internal software your ops team keeps asking for.
Stitch together CRMs, billing, CXone, and your homegrown tools. Reliable, observable, documented.
Live ops dashboards that executives trust and managers actually open every morning.
Branded portals for self-service, onboarding, and account management.
Replace 12-step email chains with software that enforces your actual process.
Inherited a half-built system from a vendor that vanished? I finish it or replace it cleanly.
Tool-using agents wired into your real systems — with guardrails, logging, and human hand-off.
A chat-first layer over your CRM, wiki, and docs so your team stops searching and starts shipping.
Knowledge retrieval that's actually accurate. Ingest, chunk, re-rank, evaluate — the unsexy parts done right.
Hours back every week. Intake, triage, routing, reporting — automated with a human in the loop where it matters.
CXone-integrated or standalone. Bots that contain cost without cratering CSAT.
Tests, eval sets, prompt regression catches. Know when your model changed under you.
One-day sessions that end with a prioritized shortlist — not a 40-page deck.
A working vocabulary, not a list of logos. Whether it's a Fortune 500 CRM or your homegrown tool from 2014 — I've probably already wired it in.
Numbers are approximate and aggregated across clients — specifics on request under NDA.
David saved us through a Black Friday routing meltdown that three vendors couldn't touch. We've kept him on retainer ever since.
For CXone emergencies only. IVR broken, dialer misfiring, routing off? One-button access to my business line — I'll call within minutes.
Drop your info on the next page. Card on file, card only charged while we're on the call.
CXone work, a custom software project, or an AI automation idea — send a message or book a 30-min strategy call directly on my calendar.
For urgent outages, use the emergency button above — I'll be on the phone before you finish typing.
Quadslab is my personal studio for shipping small products, AI experiments, and open-source tools. If you like how I think about client work, that's where you'll see it on display — unfiltered.