Working on OmniChannel was a crash course in the customer service space. Voice was an urgent mission with a tight deadline and high expectations. I had to rapidly adapt to complex new systems while designing user-friendly solutions. It's more notable that all of this happened during the COVID-19 pandemic, so 100% of my experience was remote.
My contributions represented only a small portion of the efforts required to create this competitive suite of features. I have to give a massive thanks to all the UX designers, PMs, engineers, researchers, and content designers who made this launch a success. Although I left the team before Voice went public, I was very excited to see the official press release while knowing that my efforts helped lay its foundation.