Ken Grafals
Senior conversational AI architect. 15 years from IVR code to enterprise delivery, now building with LLMs, RAG, and agents.
Available now for senior IC roles in solutions architecture, sales/solutions engineering, or AI solutions. Open to fractional and project work in parallel.
What I do
Full-time
Solutions Architect, Sales/Solutions Engineer, or AI Solutions roles at CX, conversational AI, and enterprise SaaS companies. Strongest where deep conversational AI domain knowledge is the technical credibility.
- · Solutions Engineering at CX/AI platforms (Five9, Genesys, NICE, LivePerson class)
- · Conversational AI specialist roles (Principal / Lead / Staff)
- · Customer Solutions / Implementation Architect at enterprise SaaS
Contract & fractional
Senior conversational AI architect for hire. Discovery and solution design, vendor and platform selection, conversation design, implementation oversight, GenAI and agent prototyping. Remote, W-2 or 1099. Scope-based — email to discuss.
- · Fractional retainer (10–20 hrs/week, ongoing)
- · Project-based (discovery, design sprint, RFP, delivery rescue)
- · Advisory (architecture reviews, vendor calls, exec briefings)
Selected work
Apple voice IVA (Interactions, ~15 yrs)
Senior Conversation Designer · 2013–2022Designed and operated a production voice IVA handling 10–11M calls/month with 50+ intents and 50+ live-agent transfer destinations. One live-agent-handler redesign drove a 10-point containment lift.
GPT call analysis tool (Kore.ai)
Engagement Manager · 2025–2026Built a GPT-powered call analysis web app that compressed ~1 week of manual analysis into 30 minutes. Drove a 20-point containment lift (10% → 30%) on a program I owned end-to-end.
LG GenAI shopping assistant (Kore.ai)
Conversation Architect · 2022–2025Shipped a client-facing GenAI shopping assistant for LG with tool-calling sales walkthrough, product carousels, and AI-generated comparisons. Built on a Python LLM agent framework with RAG and function calling.
Terraza
Personal AI operating system · 2025–presentBuilt and operates 3 production apps on a self-managed VPS — 3 custom MCP servers, 43+ tools, Next.js dashboard, Neon Postgres, cron-driven agent workflows. Saves 15–20 hrs/week. This site runs on the same infra.