I design enterprise AI systems where trust, reliability, and human control are essential.
I’m a Toronto-based Product Designer and Team Lead with 18+ years of experience. Currently a Senior UX Designer working on enterprise-scale, AI-driven systems at Amazon Web Services (AWS), focused on their Cloud Contact Center platform – Amazon Connect. My work operates where automation meets operational risk— within environments where mistakes are costly and trust from users must be earned, not assumed.
I specialize in designing human-in-the-loop AI systems, including configuration experiences for building and orchestrating AI agents, AI-assisted workflows, communications, routing tools, and in-context recommendations embedded directly into agent and administrative workflows. My approach prioritizes reliability over novelty and control over unchecked autonomy.
A core part of my practice is building and evolving design systems that translate UX principles and UI designs into production-ready customer experiences. These systems enable teams to scale complex experiences, consistently across products – while preserving usability, accessibility, and trust.
Outside of work, I collect prompts and fonts, play and follow soccer obsessively, and am a proud father of three daughters who keep me grounded and honest.
Work Experience
2022 — Now
Sr. UX Designer at AWS Applied AI Solutions – Amazon Connect
Remote – Toronto, New York, Seattle
2019 — 2022
Head of Global UX at Avaya Inc.
Remote – Canada, USA, Ireland
2019 — 2022
Professor at Durham College
Oshawa, Canada
2016 — 2019
Lead UX Designer at Avaya Inc.
Remote – Toronto, Canada
2013 — 2016
Digital Art Director at Tag Advertising
Toronto, Canada
2010 — 2013
Senior Web Developer at Rapport Communications
Toronto, Canada
2005 — 2010
Lead Designer(Web & Print) at Dunning Golf
Toronto, Canada
Awards
2025
AWS Global Accessibility Award
“Relentless Forward Progress" for leading efforts in resolving over 600 accessibility (a11y) violations throughout Amazon Connect.
2016
AIVA Communicator Awards
Received multiple awards at Tag Advertising for delivering marketing videos, micro-sites, and integrated campaigns for BMW, Philips, and High Liner Foods.
2010
Durham Region Chairman's Award
Academic Excellence in Multimedia & Design
2010
Bert Dejeet Memorial Scholarship Award
In recognition of the top academic student athlete - 4.59 GPA
Skills
AI & Systems
Human-in-the-loop AI, Agentic workflows, AI configuration UX, Trust & observability
Design
UX strategy, UI & interaction design, Accessibility, Design systems
Tools
Figma, HTML, CSS, JavaScript, User testing, Vibe coding
Education
2007 — 2010
Advanced Multimedia and Design - Honours
Durham College, Oshawa
2000 — 2004
Advanced Graphic Design – Honours
Durham College, Oshawa
Recognition & Recommendations
Sharad Bajaj, VP Engineering – Microsoft
“I worked closely with Nick during my time at Amazon Connect, and what sets him apart is his ability to design for scale without sacrificing the user experience. Nick doesn't just design interfaces; he understands the underlying system architecture. At Connect, where workflows can become incredibly complex, Nick was instrumental in simplifying the ‘Path to Production’ for our customers. He has a rare ability to take ambiguous requirements and turn them into high-fidelity, intuitive designs that engineers actually want to build. Any team looking for a designer who truly understands the intersection of product, engineering, and user needs would be lucky to have him”
Nancy McFalls, Senior Product Manager – AWS
“In the 3+ years I've worked at Amazon, Nick has been my go-to UX team member. He has a solid grasp on dozens of complex interfaces in the AWS service with the largest UI footprint. As the service matured, it was Nick who pushed for standardization – nudging teams away from bespoke controls to a consistent and accessible design system, providing information architecture guidance as new features launched, and setting up mechanisms so every team had access to UX support. He was an obvious choice for the GAAM Accessibility 'Relentless Forward Progress' Award in 2024, and I can't wait to see what he does next.”
Marta Guerra, Senior AI Designer – ServiceNow
“Nick is one of the most inspiring UX professionals I’ve ever worked with. Not just because of his exceptional design abilities or because he’s an accessibility and Design System guru, but because he’s genuinely a joy to collaborate with. Nick knows how to work seamlessly with other designers, PMs and developers. When I think about someone who inspires me both as a professional and as a person, when I find myself stuck with a challenge, I ask myself, “What would Nick do?” That’s how much I admire and respect this guy.”