Роман

Roman Hanich
AI Product Engineer · Production LLM Systems & Autonomous Agents
Kyiv, Ukraine · Remote (UTC+2/+3) · [open contact info](look above in the "contact info" section) · [open contact info](look above in the "contact info" section)

SUMMARY

AI Product Engineer at HealthJoy, a U.S. healthcare navigation platform, building and operating the production
LLM systems behind core operations: document processing, decision routing, semantic retrieval, and member
communication. Built an autonomous outbound voice agent (~4,000 calls a month) and the ticket-automation
pipeline around it (500+ tickets a month), which fully resolve up to 50% of a team’s caseload at 95%+ accuracy.
Owns the full cycle from operational bottleneck analysis to handover, with evaluation suites, CI pre-deploy gates,
tracing, and HIPAA/PHI controls built in. Building production automation and AI systems since 2025, after four
years in HealthJoy’s support operations that give first-hand knowledge of the processes being automated.

TECHNICAL SKILLS

LLMs & Agents Anthropic Claude, OpenAI, AWS Bedrock, Google Gemini · LangChain, LangGraph ·
tool calling, MCP · multi-agent pipelines · voice AI agents (Retell) · local open-weight
models via Ollama
AI-Assisted Claude Code (multi-agent orchestration, subagents, Skills, MCP), OpenAI Codex CLI,
Development Google Antigravity CLI, Cursor
Quality, Cost & Golden datasets, regression & mutation test suites, LLM-as-judge evaluation,
Observability automated CI pre-deploy checks · token & cost optimization, prompt caching ·
Langfuse, Grafana, Loki
Languages, Data & Python, JavaScript, SQL, Bash · PostgreSQL + pgvector, Snowflake · Prefect, n8n
Orchestration
Delivery & Security Docker, Kubernetes, GitLab CI · REST APIs, webhooks, OAuth · HIPAA compliance, PHI
de-identification, access control, commit-time controls · Zendesk (admin, API)

EXPERIENCE

HealthJoy · U.S. healthcare navigation platform Feb 2021 – Present
Promoted from customer support through process leadership into AI engineering (engineering scope since Sep 2025)

AI Ops Product Engineer Apr 2026 – Present · Remote
• Built from scratch and own an autonomous voice AI agent that places ~4,000 outbound calls a month and
makes decisions on behalf of members; cut its inference cost by 50% through Langfuse trace analysis.
• Engineered the ticket-automation pipeline around the voice agent: 500+ tickets a month, up to 50% of one
team’s cases fully resolved at 95%+ accuracy, verified by staff review under legal requirements.
• Build and run ~10 production LLM workflows — medical document processing, decision routing, semantic
retrieval on Postgres/pgvector, automated member communication — that cut weeks of member waiting per
case and save staff from minutes up to ~2 hours per case.
• Built the quality layer: golden datasets, regression and mutation suites, LLM-as-judge checks, and automated
pre-deploy gates in GitLab CI, with Grafana and Loki logs as the source of truth for every iteration.
• Manage token cost and output quality across Anthropic, AWS Bedrock, and OpenAI through task-specific
model selection, prompt caching, and context limits.
• Design end-to-end Python pipelines (Prefect, Postgres, Snowflake) integrated with internal systems.

Roman Hanich — Resume Page 1 of 2

Senior CS — AI Automation & Process Analyst Sep 2025 – Apr 2026 · Remote
• Automated support workflows with n8n and voice AI agents; the automations now cover ~80% of one team’s
cases and fully resolve up to 30%.
• Built JavaScript data flows across Snowflake and Postgres (pgvector) for support analytics and workflow
automation.
• Reworked the Zendesk environment so tickets produce structured data for downstream analytics and
automation.

Senior CS Project Leader Jul 2023 – Aug 2025 · Kyiv (Hybrid)
• Led cross-functional process-improvement projects: analyzed ticketing and operations data, identified
bottlenecks, and shipped fixes with the teams involved.
• Improved the structure and quality of data captured in the ticketing system.
• Trained and mentored 7 colleagues.

Senior Customer Support Specialist Feb 2021 – Jun 2023 · Lviv (Hybrid)
• Resolved complex cases for U.S. customers across phone, chat, email, and tickets, including direct
negotiation with third parties.

EARLIER EXPERIENCE

Technical Support Engineer — Namecheap · Jan – Sep 2020 · Dnipro
Hosting and domain support: LAMP, DNS, cPanel, SSH, WordPress, recovery of compromised sites.
Technical CS — Fregat ISP · Jun – Nov 2018 · Dnipro
Network troubleshooting: TCP/IP, DNS, DHCP, VPN, router configuration.

EDUCATION & LANGUAGES

B.A. in Sociology — Oles Honchar Dnipro National University, 2021
English — professional working proficiency (B2–C1); daily work with U.S. customers and teams since 2021
Ukrainian, Russian — native

Roman Hanich — Resume Page 2 of 2