Selected Work
Scaling UX Across Acquired Enterprise Platforms
RingCentral expanded into contact center through the acquisitions of ConnectFirst and Dimelo, two mature platforms with different architectures, tech stacks, and interaction models. Both had to integrate into RingCentral’s ecosystem and eventually launch as a single product: RingCX.
RingCentral is a global leader in AI-powered business communications, with $2.5B in annual revenue and more than 500,000 customers worldwide.
CHALLENGE
Two products with incompatible architectures and terminology, separate voice and digital interaction models, more than 800 screens, and existing customers on both sides. The risk wasn’t only fragmentation. It was failing to deliver a cohesive product at enterprise scale.
I became the bridge between the two products, learning both deeply enough to see where they overlapped, where they solved the same problems differently, and what was worth preserving. From there, I led executive workshops to align on a shared information architecture, built a design system that worked across both tech stacks, and sequenced the integration in three phases: standardize, align, merge.
OUTCOME
RingCX launched as a unified omnichannel contact center platform, exceeding sales projections by 64% and reaching twice its projected monthly active users. The work gave RingCentral ownership of its contact center roadmap and later expanded into full platform unification, with RingCX embedded in the core RingCentral app.
Scaling a Design Organization from 1 to 10
When I joined RingCentral, I was the sole designer supporting RingCX. As the portfolio expanded to three major product lines, I grew design into a globally distributed team of 10 across UX, content, and research.
CHALLENGE
Hiring accelerated faster than structure. Without clear ownership and operating models, design risked becoming a bottleneck rather than a strategic multiplier across the portfolio.
I defined ownership across product areas and how design partnered with Product and Engineering. I introduced rituals for alignment, feedback, and visibility that didn’t slow execution, and built systems for growth, including a career ladder and promotion framework later adopted across multiple design disciplines.
OUTCOME
Design evolved from a single-product support role into an organization supporting 300+ engineers globally, and it made large-scale initiatives like RingCX possible.