SAM COPPER / AI PRODUCT ENGINEER

AI-powered tools that make operations easier to see and run.

AI Product Engineer · Internal Tools & Ops Automation

Explore the projects Get in touch

01 / ABOUT

Built from the floor up.

I design and build AI-powered internal tools for contact-center operations, from the interface to the data layer underneath. My background is in call-center QA, so I build from what reviewers, managers and clients need to see. Most recently I built the AI call QA system Elite Call uses across its client accounts.

Self-taught in JavaScript, HTML, CSS and SQL.

02 / SELECTED WORK

Explore the projects.

PROJECT / 01

Astrel · AI call QA/Compliance platform

Demo of the QA Feedback Hub as a product: rulesets generated from client onboarding calls, evidence-cited scoring, review workflows, audits and telemetry.

samcopper.dev/astrelOpen demo ↗
PROJECT / 02

Nimbl · Practice operations dashboard

The same engine reskinned for a med spa: waitlist gap-fill, no-show risk, rebooking queues, consult-stall analysis and role-based data masking.

samcopper.dev/nimblOpen demo ↗

03 / EXPERIENCE

Work in practice.

Elite Call · AI Engineering, Quality Assurance

2023 – Present
~2,200appointments QA'd in the first two weeks
~98%of calls covered same day by two reviewers
~$0.04per lead; reaches QA about 3 minutes after the call
  • QA Feedback Hub · AI call QA pipeline, built solo in under 2 months
  • Two-way DialedIn integration. Pulls every booked appointment and recording automatically, writes QA results back to each lead's notes and confirms every note saved. The team works entirely in the hub.
  • Self-scheduling run controller. Wakes every minute, resumes interrupted work and never processes a lead twice. Leads reach QA about 3 minutes after the call, at about $0.04 each.
  • Rows-first and fault-tolerant. Leads appear as soon as DialedIn lists them. If the AI provider is down, everything else keeps running, the AI step shows as paused, then catches up on its own.
  • Verified data management. Stable lead IDs, duplicate protection, an audit changelog, and an archive job that copies, verifies every cell, then removes.
  • QA'd about 2,200 appointments across 10+ clients in the first two weeks. Two reviewers now cover about 98% of calls the same day, and disputes over what was said on a call have stopped.
  • Built a best-call leaderboard targeting the ~10% productivity lift seen in contact-center gamification.
  • Shipped client-facing tools on the same data: Upsell Rating, STL Console, Sentiment Report, Missed Rebuttal Report, and Survey Report.

Elite Call · QA Admin; Outbound Rep

2022 – 2023

Started as an outbound rep and was promoted within my first year to run call quality review.

Camping World · Call Center Ops; Digital Marketing

2016 – 2022

Held several call center operations roles, then moved into a digital marketing role.

04 / TOOLKIT

Across the stack.

Front end

JavaScript, HTML, CSS, UI/UX design, dashboards and data visualization

Data & integration

Google Apps Script, Google Sheets as system of record, SQL, REST APIs and webhooks, dialer and CRM integrations

AI / language systems

Claude / Claude Code, LLM prompt and JSON schema design, speech-to-text APIs, transcript scoring and summarization

05 / CONTACT

Let's talk about what you're building.

EMAILclarinetsam@gmail.com
PHONE847.754.7807
LINKEDINlinkedin.com/in/samuel-copper ↗
LOCATIONAlgonquin, IL
SITEsamcopper.dev ↗