Architecting modern cloud contact centers and the teams that run them

Focus areas

End-to-end Amazon Connect builds

Cloud contact center architecture designed around customers, leaders, and frontline teams.

• Multi-department routing, flows, prompts, and IVR aligned to real support journeys.
• Contact Lens, transcription, and sentiment powering compliance, coaching, and continuous improvement.
• Workforce views and live performance dashboards that give supervisors and leaders clear control.

Salesforce & CRM integration

Unified agent workspace and workflows built around how your teams actually operate.

• Salesforce CTI with screen-pops, case creation, and guided disposition flows.
• Context-aware routing using CRM data, segments, and service tiers to match the right agent to each customer.
• Reporting that connects customer outcomes, operational metrics, and team performance in one view.

AI & automation

Use AI to scale your people — reducing handle time while improving CSAT and agent experience.

• Virtual agents that resolve real tasks, not just deflect calls or chats.
• Agent assist and knowledge surfacing inside the workspace so frontline staff always know the next best step.
• QA and coaching automation that delivers targeted insights to leaders and agents automatically.
• Knowledge and training content structured so AI, agents, and leaders all pull from the same single source of truth.

Knowledge & enablement

Knowledge systems and training programs that make every agent faster, more accurate, and more confident.

• Design and build knowledge bases aligned to customer intents and real workflows.
• Structure content for easy search, AI assistants, and in-context guidance inside agent workspaces.
• Develop training programs, playbooks, and onboarding paths that reduce ramp time and improve consistency.

Portfolio demo architecture

Live CX systems I’m building to showcase how I work:

• AWS-only Amazon Connect deployment with reference flows, QA, and routing patterns.
• Amazon Connect + Salesforce CTI and agent console designed around real-world workflows.
• Slack-based CX knowledge assistant and runbook helper supporting frontline teams and operations.

Snapshot

• Director of Telecommunications & Senior Manager of CX (enterprise level).
• Solutions expert across people, process, platforms, knowledge, and training — not just the technical stack.
• Hands-on builder of routing, flows, integrations, analytics, and QA with a focus on team enablement.
• Owned knowledge base development, structured content strategy, playbooks, and frontline training programs.
• Experience leading CX strategy, contact center modernization, and frontline coaching programs.
• Actively exploring full-time roles combining CX leadership, solutions architecture, and contact center transformation.

Certifications