preetsingh.ai

Preet Singh

I design conversational AI agents for contact centers, and the integrations that let them do real work: CRM lookups, ticketing, routing, and the handoff to a person.

Technical Consultant on Zoom's CX Managed Services team. Based in Houston, Texas.

The console on this page runs two agents. Mine answers questions about my work. Ask it for a person and it patches you through to a Zoom Virtual Agent.

What I work on

Conversational AI agents

Multi-turn agent workflows: prompt chains, retrieval, decision logic and fallbacks, guardrails and PII handling, and clear rules for when a bot should hand the conversation to a person.

Contact center architecture

Zoom Contact Center, Zoom Virtual Agent and Zoom Phone, LivePerson, omnichannel routing, IVR automation, and the escalation paths that connect self-service to live agents.

Enterprise integration

Agents connected to the systems of record: Salesforce, Zendesk, ServiceNow and Microsoft Dynamics, over REST APIs, OAuth 2.0, SAML and event-driven webhooks.

Every deployment starts with agreed success criteria, such as containment rate, handle time and self-service resolution accuracy, and gets measured against them after launch.

Experience

  1. to present

    Technical Consultant, Zoom CX Managed Services

    Zoom

    • Own a portfolio of 8 to 11 managed-services accounts and provide white-glove technical service across Zoom Phone, Zoom Contact Center and Zoom Virtual Agent.
    • Support enterprise technology companies, healthcare organizations, law firms and food technology businesses.
    • Cover everything after go-live: tier 2 support tickets, configuration changes, feature requests, API implementations and custom development.
    • Currently leading a large proof of concept for an AWS connector.

  2. to

    Solutions Architect, Contact Center and Agentic AI

    Zoom

    • Led the agent development lifecycle for enterprise accounts, starting with workflow analysis of call routing, agent scripts, escalation paths and back-office handoffs to find automation with measurable ROI.
    • Designed and deployed multi-turn Zoom Virtual Agent workflows integrated with Salesforce, Zendesk and ServiceNow through REST APIs, OAuth 2.0 and event-driven architectures.
    • Set success criteria before each engagement, such as containment rate and handle time, then monitored agents after launch and iterated on their behavior.
    • Built proofs of concept across voice and digital channels, presented ROI cases to operations leadership, and fed integration patterns and platform limits back to product and engineering.

  3. to

    Solutions Engineer, Conversational AI and Integration

    LivePerson, as a subcontractor through NAVOMI

    • Built production conversational AI agents with custom CRM integrations in JavaScript and Node.js, using REST APIs and functions as a service for real-time event handling and decision logic.
    • Built Microsoft Dynamics CRM integrations, middleware and web widgets that connected agents to clients' systems of record.
    • Ran discovery and solution design sessions, turning business processes into agent behavior and integration workflows with clear performance targets.

  4. to

    Science Teacher, Engineering, Robotics and Python

    KIPP Houston High School, with Teach For America

    • Designed and launched an honors engineering, robotics and Python curriculum. Enrollment in the engineering pathway grew by more than 200%.
    • Raised students' science ACT scores by 4 points, coached the 2016 and 2018 state champion soccer teams, and founded the school's first robotics club.

  5. to

    Research Intern

    Rice University, Smalley-Curl Institute

    • Researched self-healing nanomaterials and presented the findings at the institute's symposium.

Projects

CCaaS AI support agent

A support agent built the way a production deployment would be: retrieval over a knowledge base, CRM lookups, PII guardrails, conditional routing through a state graph, and escalation to a human with the full conversation attached.

Node.js, LangGraph.js, LangChain.js, HNSWLib, OpenAI GPT-4o, Express

This site

Two agents on one page. My assistant runs on Claude through a Vercel function that keeps the API key on the server and caps message length, conversation turns and output. Ask it for a person and it hands you to a Zoom Virtual Agent through the Zoom Contact Center web SDK.

HTML, CSS, JavaScript, Vercel Functions, Claude Haiku 5.5, Zoom Contact Center web SDK

Try the console

Earlier builds

Skills and certifications

Agentic AI and LLMs
Multi-turn agent workflows, prompt chains, retrieval-augmented generation, decision logic and fallbacks, live-agent handoff rules, agent observability and evaluation, guardrails and PII handling
Contact center
Zoom Contact Center, Zoom Virtual Agent, Zoom Phone, LivePerson, omnichannel routing, IVR automation, SIP and WebRTC familiarity, call routing and escalation path design
Integration
Salesforce, Zendesk, ServiceNow, Microsoft Dynamics CRM, REST APIs, OAuth 2.0, SAML, SCIM, webhooks and event-driven architecture, functions as a service
Cloud and development
Node.js, JavaScript, Salesforce Apex, AWS, Azure, Docker, Kubernetes
Pre-sales and ROI
Discovery, proof-of-concept development, success criteria definition, expansion business cases, product feedback loops
Certifications
Twilio Platform Developer, Salesforce Platform Developer I

Education

Contact

Email is the fastest way to reach me.

hello@preetsingh.ai