Projects & Case Studies

Pick a project on the left — the role, tools, and a quick breakdown open on the right.

Side Projects

byHolknDesign
Self‑initiated

Enterprise Work

Current & ongoing
Product

Voice Studio✦

Product Manager & Builder · CEC Voice Channel

A browser‑based voice authoring app that lets a contact‑centre team source, quality‑check, and export telephony‑grade IVR/IVA prompts in‑house, the same day a need is identified — no vendor, no budget approval, no wait. Now at version 1.0 — fully self‑serve: each user brings their own voice (ElevenLabs) and translation (DeepL) keys.

  • Authors and QAs prompts with text‑to‑speech, then exports in the CXone/NICE telephony format ready for the call flow.
  • Imports existing IVR recordings (WAV, MP3, FLAC) as editable material — turning "create new" into "maintain the whole prompt library."
  • Generates prompts in multiple languages with built‑in translation and multilingual text‑to‑speech.
  • Precise trimming with click‑free fades, multi‑segment editing, and a working‑folder prompt library that saves straight to disk.
  • Built solo as a self‑contained app — bring‑your‑own keys, zero new infrastructure, runs on free tiers — matured from alpha through preview to a shipped 1.0.
Conversational AIText‑to‑SpeechElevenLabsDeepLJavaScriptCloudflare PagesCXone / NICEIVR / IVA
Version 1.0 · self‑serve setupRequest a walkthrough ↗
Game & BrandCreator · Product & Brand Lead
Louis — the real Scottish Fold cat behind the game
the real Louis

A family‑built cozy‑competitive cat tycoon game & brand — a lounge‑management game with the personality of a cat. Lounge to win, don't get caught. A playful side project carried with professional rigour: brand foundation, product roadmap, and a shipped, playable build.

  • Wrote the brand foundation — positioning, voice, and an emblem system derived from a real signature pose.
  • Designed and built the playable browser game: comfort‑and‑approval core loop, economy, titles, and a local leaderboard — one self‑contained file, vanilla JS.
  • Ran playtests with family, gathered session data, and froze LL 1.0 as a validated reference to port forward.
  • LL 2.0 Alpha now in private preview — an isometric low‑poly 3‑D build (Three.js → Godot 4), with a teaser site and comic franchise.
Brand StrategyGame DesignJavaScriptThree.jsSVG / IllustrationUX
LL 1.0 shipped · LL 2.0 Alpha in private previewSee the build ↗
Web Design & App

The Nook

Web Designer & Builder · Site & Booking System

Reviewed the business web presence for The Nook — a cozy, fully‑furnished event space in downtown St. Thomas, Ontario — and rebuilt their online experience to align with their business objectives and a smoother customer buying journey, including a custom availability, request & booking flow.

Current · Live The Nook's current live homepage — full-bleed interior photo hero
Current state — the live site today at thenookstt.com.
Redesign · In review The Nook redesign — sage & cream palette with a 'feels like home' hero and clear booking paths
Future state — the redesign, in final review & feedback. Not yet public.
  • Audited the existing web presence against the owner's business goals, then redesigned the experience around the customer's buying journey end to end.
  • Built a multi‑page site — spaces, micro‑weddings, add‑ons, FAQs — with a consistent brand system and clear calls to book.
  • Designed and wired a custom availability, request & booking flow so enquiries convert without back‑and‑forth.
  • Tuned for trust and conversion: mobile‑friendly layouts, fast static hosting, and SEO‑ready structure.
Web DesignUXBrand SystemBooking SystemHTML / CSS / JSSEO
Redesign in final review · current site liveSee the current site ↗
Enterprise

Voice Channel Modernization

Product Manager · Global Contact Centre Technology
Ongoing · current role

Ongoing product work modernizing the voice channel for a global contact‑centre operation — call routing configuration, IVR/IVA call‑flow design, and the CCaaS platform tooling that front‑line agents and callers depend on.

  • Product Owner of NiCE CXone Voice Platform, supporting call‑routing configuration and IVR/IVA call‑flow journeys across multiple regions and languages.
  • Partners with operations, engineering, and vendors to translate business events into reliable, in‑production caller experiences.
  • Brings agentic and conversational AI into the contact centre responsibly — assistive, measured, and operations‑aware.
  • Documents releases and runs delivery with agile practices, keeping stakeholders aligned from intake to launch.
Voice & Contact Centre
CCaaSNICE CXoneNICE CXone StudioAvayaCall RoutingIVR / IVAWebRTC
Conversational & Agentic AI
Conversational AIOmiliaAI Omni-Directional Noise Cancellation
Workforce & Analytics
NiCE IEX WFMNiCE AI Performance ManagementPower BI
Security & Network
GlobalProtectNetskopeThousandEyesIsland Enterprise Platform
Delivery & Workplace
Agile DeliveryJiraServiceNowSalesforceWindows 365Microsoft Multimedia Redirection for VDI
Toolkit

Agentic AI Enablement

Product & Practice Lead · AI Tooling
Ongoing practice

A running practice of applying agentic and generative AI to real product and operations work — building assistants, documentation pipelines, and workflows with Copilot, ChatGPT, and Claude that earn their place in day‑to‑day delivery.

  • Designs AI‑assisted workflows that compress research, documentation, and authoring from days into a single session.
  • Builds and tests prompt systems and agentic tooling against real operational problems, not demos.
  • Sets the guardrails — where AI assists, where a human decides, and how quality stays high.
  • Shares the practice through working documentation and reusable templates for the team.
ClaudeChatGPTCopilotCrestaAtlassian RovoAgentic AIPrompt Design
Talk AI with me ↗