Tatsumi Tagawa

About Tatsumi Tagawa

Strategic and hands-on Systems Manager with deep experience bridging engineering, automation, and voice platform operations. Proven success in architecting and maintaining Twilio IVR and Five9 ACD systems at scale. Adept at designing efficient automation pipelines, improving reliability, and integrating third-party AI platforms. Combines a strong foundation in data analysis, quality systems, and technical program leadership with a passion for continuous improvement. Recognized for transforming technical challenges into scalable, elegant solutions, mentoring others, and driving alignment between business needs and engineering execution.

Experience

1. Systems Manager

   Chime

   Feb 2025 — Present

   Primary architect and maintainer of Twilio-based IVR built on Twilio Services, with source code hosted in GitHub and deployed via a CI/CD pipeline- Designed and managed Five9 ACD routing logic with skill-based priority routing, improving agent utilization and reducing customer wait times- Integrated IVR and VoiceBot architecture with Chime’s in-house decision-making platform, enabling real-time personalization and AI-driven caller experiences- Collaborated with AI providers (Decagon, Sierra), conversational designers, and engineers to refine VoiceBot behavior and improve system intelligence- Established code, commit, and deployment standards to maintain consistency across IVR development and operations- Led incident response efforts for IVR and ACD outages, coordinating between engineering and vendors to restore service and conduct post-incident reviews- Mentored an intern to redesign IVR into an asset-based configuration using Twilio Assets, removing over 800 redundant lines of code and simplifying maintenance- Incorporated Cursor and Claude AI into daily engineering workflow, improving documentation quality, code optimization, and development speed.

Education

• Bucknell University

  BA, Economics

  2012

Skills

• Google Sheets
• Microsoft Excel
• Japanese Business Culture
• Bash
• Trello
• Node.js
• Energy
• Git
• International Business
• Project Management
• Jira
• Asana
• Autocad 2d
• Agile Project Management
• Swift
• Autocad
• Project Planning
• Vim
• Css
• Mac Os X
• Adaptability
• Mongodb
• Japanese
• Strategic Planning
• Japanese Culture
• Html5
• Analysis
• Tmux
• Sql
• Sharepoint
• Angularjs
• Sap
• Javascript
• Problem Solving
• Agile Methodologies
• Salesforce.com
• Microsoft Office
• English
• Research