Overview

Led the end-to-end UX and UI development of Conductor (later known as PSO), an internal enterprise onboarding tool used to streamline complex telephony migrations at RingCentral. Designed to accelerate the setup of large enterprise accounts (100+ seats, multi-site), Conductor addressed the technical challenges of number porting, user validation, and RBAC for high-scale deployments. The platform automated previously manual tasks, dramatically reducing onboarding time while improving accuracy and visibility for internal stakeholders such as IT admins, engineers, and customer success managers.

Role

UX/UI Developer & Researcher

• Full ownership of product UX, visual design system, and front-end handoff

• Led user research sessions, including interviews, shadowing, and test facilitation

• Designed intuitive workflows to manage thousands of users and telephony assets

• Built a custom design system from scratch in Sketch, collaborating closely with offshore devs

• Acted as product liaison and project manager between RingCentral and Thinksys development teams

• Navigated legacy systems, inconsistent APIs, and cross-functional alignment challenges

Solution

Developed an enterprise-grade migration platform tailored to telecom and B2B onboarding workflows:

• Unified dashboard for project managers to monitor onboarding progress and validation status

• Robust phone number porting interface with real-time feedback, reducing manual errors

• User and device matching system to reconcile duplicate entries and ensure accurate provisioning

• Role-based access controls (RBAC) for internal teams with global account access

• Multisite account trigger workflows redesigned for automation and visibility

• Design system built from scratch, later adapted into a component library used across internal tools

Impact

Conductor reduced enterprise account onboarding time by approximately 40%, transforming a multi-week process into a significantly faster, more reliable workflow. This efficiency contributed directly to RingCentral’s enterprise growth, supporting a record year for the Professional Services division:

• 40% faster onboarding for large-scale enterprise accounts

• $40M+ in contract value attributed to PS Engineering in 2021

• Strategic enablement of 2x growth in enterprise onboarding YoY

• Positioned for future external use by IT admins at large accounts

Cross-Functional Leadership

As the sole UX/UI practitioner on the Conductor project, I worked alongside:

• A core engineering team including a senior architect, senior engineer, and junior dev

• Offshore development partners at Thinksys (India) for front-end and back-end builds

• Stakeholders across telecom provisioning, global porting, sales engineering, and customer success

• Global coordination to align legacy telephony systems, business workflows, and API limitations