Writing
Technical Articles
Practical insights from real projects — API integration, CRM migration, contact centre design, and full-stack development. No theory, just what worked and what didn't.
How API Integration Cut Our Sales Call Time by 37%
A real-world walkthrough of integrating Kraken Energy and NBN APIs into a contact centre CRM — and what happened to average handle time.
Zero Downtime: Lessons from Migrating 300+ Users to Cloud CRM
A behind-the-scenes look at a 300+ user CRM migration that completed without a single minute of lost operational time — and what made that possible.
Genesys Cloud IVR Design: Routing Patterns That Actually Reduce Misroutes
Most IVR misroutes come from the same three design mistakes. Here's how I redesigned a contact centre routing architecture in Genesys Cloud to cut misroutes by over 60%.
From Requirements to API: How I Bridge Business and Engineering
The gap between what a business needs and what an API delivers is usually a communication problem, not a technical one. Here's how I close it.
React Three Fiber in Production: Lessons from Building a 3D Shopping Environment
Building a 3D virtual shopping mall with React Three Fiber taught me more about WebGL performance than any tutorial. Here's what I'd do differently — and what worked better than expected.