Sterling Morrison · Detroit
For six years I led the engineering behind Ally’s customer servicing across five lines of business, on three Salesforce instances with more than 5,000 users. Today I lead engineering and AI-agent deployments across chat, voice, SMS, email, and mobile channels at high volume. Through Sterling Blake Partners, I do that work for banks, lenders, credit unions, and fintechs.
About
At Ally I was Principal Engineering Manager for the omni-channel servicing strategy: chat, IVR, web, mobile, and email across five lines of business, with architectural oversight of three Salesforce instances and more than 5,000 users. When Ally added a line of business, my team built the servicing platform it launched on. Ally Invest after the TradeKing acquisition. Ally Home with Better.com. Ally Lending from the Health Credit Services acquisition. The Ally Credit Card from the Fair Square Financial acquisition.
Since 2022 I have been Senior Staff at Fanatics, overseeing software engineering and AI-agent implementations for customer-facing and internal servicing, operations, and marketing technology across desktop, chat, SMS, email, IVR, social, and mobile, on a high-volume event-driven architecture.
Alongside that, I was a partner at New Collar for six years, where I sold and delivered dozens of web, Salesforce, and AWS projects for mid-size businesses. I also build products on my own. Posture 12 is live on the App Store and Google Play today.
I write code and I run teams. Most engagements need both.
Sound familiar
What I do
Design, build, and ship agents into live chat, voice, SMS, and email channels, with the escalation paths, audit trails, and controls a regulated business needs. Salesforce Agentforce, or the stack you already run.
Architecture and delivery for multi-instance, multi-line-of-business servicing: contact center, case management, omni-channel routing, and the integrations to core and back-office systems.
Stand up the servicing platform a new product launches on, or fold an acquired customer base into the systems you already run, without breaking what works today.
Anything from an architecture review with a written opinion to leading delivery of the whole program. Scoped, with a defined end, and one named person accountable for landing it. You know the cost before we start.
Track record
Principal Engineering Manager. Architecture, development, and delivery for chat, IVR, web, mobile, and email servicing. Three Salesforce instances, more than 5,000 users.
Servicing platform for the brokerage after the TradeKing acquisition was folded into the bank.
Servicing for the mortgage business launched with Better.com.
Servicing for point-of-sale lending built from the Health Credit Services acquisition.
Servicing for the card business launched from the Fair Square Financial acquisition.
Senior Staff. Customer-facing and internal stacks across desktop, chat, SMS, email, IVR, social, and mobile, on a high-volume event-driven architecture.
Partner. Sold and delivered web, Salesforce, and AWS implementations. React, Node.js, Salesforce, AWS.
Built and shipped alone. iOS and Android, in the stores now.
Employer names describe my experience. They are not affiliations of Sterling Blake Partners.
How it starts
Thirty minutes on what is on the table. I will tell you honestly whether I am the right person for it.
A short, scoped look at the system: architecture, data, vendors, controls, and the team. You get a written plan you can act on with or without me.
I lead the build, or take a defined piece of it. Defined scope, defined end, one person accountable.
Start a conversation
Five short questions, about two minutes. I reply within two business days.
