Teams at Wrapbook

Build and operate production-grade AI agents that automate workflows across internal teams. Design agent architectures with LangGraph and Amazon Bedrock AgentCore, integrate internal systems and third-party tools, and develop evaluation, observability, and guardrail frameworks. Partner with nontechnical teams to identify workflows, own solutions from prototype through production, measure impact, and drive adoption through documentation and training.

Leads a customer support team across phone, email, live chat, and SMS. Owns daily operations, staffing, queue health, quality, escalations, scheduling, KPI reporting, and AI-powered quality assurance. Coaches and develops support specialists, partners with Product, Engineering, Success, and AI Ops, and improves workflows, routing, SOPs, and tooling to scale support operations.

Own the strategy and roadmap for fraud detection, prevention, response, and identity authentication. Partner with engineers on scoring logic, rules, schemas, metrics, and AI-enabled automation. Coordinate fraud incident response across engineering, operations, GRC, treasury, and security. Guide KYC/AML-related product capabilities, fraud operations, vendor decisions, and customer-friction tradeoffs while turning analysis into prioritized, shipped product improvements.