Pick a project on the left — the role, tools, and a quick breakdown open on the right.
Side Projects
byHolknDesign
Self‑initiated
Enterprise Work
Current & ongoing
Product
Voice Studio✦
Product Manager & Builder · CEC Voice Channel
A browser‑based voice authoring app that lets a contact‑centre team source, quality‑check, and export telephony‑grade IVR/IVA prompts in‑house, the same day a need is identified — no vendor, no budget approval, no wait. Now in a deployed private preview with invited reviewers.
Authors and QAs prompts with text‑to‑speech, then exports in the CXone/NICE telephony format ready for the call flow.
Imports existing IVR recordings (WAV, MP3, FLAC) as editable material — turning "create new" into "maintain the whole prompt library."
Precise trimming with click‑free fades, multi‑segment editing, and a working‑folder prompt library that saves straight to disk.
Built solo as a self‑contained app — zero new infrastructure or cost — matured from alpha to a hosted, access‑gated preview.
Game & BrandLouisLouisLoungerLoungerCreator · Product & Brand Lead
A family‑built cozy‑competitive cat tycoon game & brand — a lounge‑management game with the personality of a cat. Lounge to win, don't get caught. A playful side project carried with professional rigour: brand foundation, product roadmap, and a shipped, playable build.
Wrote the brand foundation — positioning, voice, and an emblem system derived from a real signature pose.
Designed and built the playable browser game: comfort‑and‑approval core loop, economy, titles, and a local leaderboard — one self‑contained file, vanilla JS.
Ran playtests with family, gathered session data, and froze LL 1.0 as a validated reference to port forward.
LL 2.0 Alpha now in private preview — an isometric low‑poly 3‑D build (Three.js → Godot 4), with a teaser site and comic franchise.
LL 1.0 shipped · LL 2.0 Alpha in private previewSee the build ↗
Enterprise
Voice Channel Modernization
Product Manager · Global Contact Centre Technology
Ongoing · current role
Ongoing product work modernizing the voice channel for a global contact‑centre operation — call routing configuration, IVR/IVA call‑flow design, and the CCaaS platform tooling that front‑line agents and callers depend on.
Product Owner of NiCE CXone Voice Platform, supporting call‑routing configuration and IVR/IVA call‑flow journeys across multiple regions and languages.
Partners with operations, engineering, and vendors to translate business events into reliable, in‑production caller experiences.
Brings agentic and conversational AI into the contact centre responsibly — assistive, measured, and operations‑aware.
Documents releases and runs delivery with agile practices, keeping stakeholders aligned from intake to launch.
Agile DeliveryJiraServiceNowSalesforceWindows 365Microsoft Multimedia Redirection for VDI
Toolkit
Agentic AI Enablement
Product & Practice Lead · AI Tooling
Ongoing practice
A running practice of applying agentic and generative AI to real product and operations work — building assistants, documentation pipelines, and workflows with Copilot, ChatGPT, and Claude that earn their place in day‑to‑day delivery.
Designs AI‑assisted workflows that compress research, documentation, and authoring from days into a single session.
Builds and tests prompt systems and agentic tooling against real operational problems, not demos.
Sets the guardrails — where AI assists, where a human decides, and how quality stays high.
Shares the practice through working documentation and reusable templates for the team.
