Hi, I am Concho

Principal Product Designer for AI-native devtools, infrastructure UIs, and conversational AI platforms.

Currently designing AI-native products at GitLab. Before that, four years at Twilio building conversational AI: the platform behind it, the Voice Experience team from 2 to 14, and products across three business units.

I design software for people who read the source before they trust the screen. Where a wrong default is not a bad experience, it is an incident.

Shipped outcomes

50+

Products migrated in 6 months

Twilio's Voice portfolio onto a rebuilt console, scoped at two years by hand. Multi-agent AI pipeline, built, not bought.

50+

Products migrated in 6 months

Twilio's Voice portfolio onto a rebuilt console, scoped at two years by hand. Multi-agent AI pipeline, built, not bought.

Adoption growth in four quarters

Conversational Intelligence. Architected from zero, revenue-generating within 12 months.

57%

Component reuse, one AI platform

15 siloed products, collapsed into one. Delivery 25% faster, duplicate workflows down 32%.

AI subagents behind prototyping system

GitLab's prototyping kit plus an org-wide memory layer. Every prototype boots from current team decisions, reviewed like code.

The short version

About me

I've been shipping products for 14+ years, mostly at the technical end of software: developer tools, infrastructure, and AI platforms. The way I work has changed as many times as the technology has, which is the point. Right now I design AI-native products at GitLab, and half my output is infrastructure for the design team I'm on; before that, four years at Twilio taking conversational AI from fuzzy idea to revenue. I do my best work between engineering and product, where design gets measured in business outcomes, not just usability. When speed forces a compromise, I make it, with the fix already on the roadmap. My focus areas:

Conversational AI and agent UX

Agents, real-time transcription, voice. The design question isn't what the AI can do, it's when it should act alone and when a human stays in the loop.

[EXPERTISE]

Conversational AI and agent UX

Agents, real-time transcription, voice. The design question isn't what the AI can do, it's when it should act alone and when a human stays in the loop.

[EXPERTISE]

AI-native devtools and infrastructure

CI/CD, developer consoles, API-first products. The users are the hardest audience in software: they can read what you built, and they will.

[FOCUS]

AI-native devtools and infrastructure

CI/CD, developer consoles, API-first products. The users are the hardest audience in software: they can read what you built, and they will.

[FOCUS]

Systems and prototyping infrastructure

Design systems, multi-agent pipelines, prototyping kits that run like production. I build the thing, and the thing that builds the thing.

[LEVERAGE]

Systems and prototyping infrastructure

Design systems, multi-agent pipelines, prototyping kits that run like production. I build the thing, and the thing that builds the thing.

[LEVERAGE]

Systems and prototyping infrastructure

Mentoring and leading cross-functional & international teams to ship impactful products at scale.

[LEVERAGE]

How I operate

What it's like to work with me

Honestly? This is my favorite part of the job. I love being on a team: the debates with engineers, the messy whiteboards, the moment a plan clicks. So beyond the work itself, here's what teams get from me from day one:

I move fast, on facts

I'll go get the data, the sales calls, the logs, whatever it takes, and then I decide quickly. What you won't get from me is a guess dressed up as an answer.

You'll always know where I stand

Direct and honest, always with care. I'd rather flag a problem in week one than let it surprise you in the review. That works both ways: tell me straight, I can take it.

I love getting in the mud

I work end to end, from the strategy deck to the error messages. And I know which parts need my hands, which need a teammate's, and which just need me out of the way.

I ask the obvious question

If I don't know something, I say so, then I go learn it fast. Half my current stack didn't exist three years ago. The expert who stopped asking questions is just someone with old answers.

The best idea wins

I'll argue my case hard. But if your version wins on the evidence, I'll ship it like it was mine. Ego is the most expensive thing on a team.