Jonathan Simone

About Jonathan Simone

I build AI solutions and intelligent systems that make life easier for people.Developer. Architect. Builder. Hugging Face Certified AI Agent Designer.I\'ve been coding since the \'90s. Today, I specialize in the intersection of AI agents and Customer Experience—designing multi-agent systems, RAG pipelines, and CX intelligence platforms that help companies truly understand and serve their customers.WHAT I BUILD:• AI Agents & Orchestration: Multi-agent systems that handle complex logic, not just simple FAQs. • CX Intelligence Platforms: Conversation analysis, insight engines, and automated coaching tools. • RAG Pipelines: Tool-use agent architectures that connect LLMs to real business data. • Agent Optimization: Fine-tuning Intercom Fin, Zendesk AI, and custom LLM agents for maximum resolution and deflection. • Workflow Automation: Python-based automation that actually solves operational bottlenecks.RECENT WORK:• CX Intelligence Platform: Architected a custom, multi-module AI engine analyzing 767K+ conversations for sentiment, intent, and actionable insights. • Results: Achieved 64% AI resolution rate and 63% ticket deflection through strategic agent deployment and continuous optimization. • Multi-Model Architecture: Designed consensus systems for conversation analysis and migrated 10M+ contacts via custom scripting. • Knowledge Engineering: Created AI-powered knowledge bases (140+ articles) to fuel agent accuracy and reduce escalations.I believe the future of CX isn\'t about replacing humans with AI—it\'s about building AI solutions that augment human expertise. The companies that win will be the ones where human intelligence and AI work together.Let\'s build something that used to be impossible to build.

Experience

1. Support Operations Manager

   Usssa

   Feb 2024 — Present

Education

• Cabrillo College

  Associate of Science (A.S.), Medical Insurance Specialist/Medical Biller

  2009 — 2011