I build the systems behind better customer experiences.

The challenge

The organization needed to replace its legacy platform while preserving complex routing requirements across numerous business lines. As implementation progressed, architectural and configuration issues created significant risk near go-live.

My role

I led the migration from NewVoiceMedia to Salesforce Service Cloud Voice and Amazon Connect. When the consulting team’s lead architect departed around go-live, I took on additional implementation and architectural responsibility to get the new platform across the finish line.

The solution

I rebuilt and modularized critical call flows so they could be maintained and reused more effectively. I also used call-entry tags and attributes to distinguish calls entering through the main toll-free number from direct-line calls, allowing the flow to deliver the appropriate greeting without unnecessary repetition.

The result

After go-live, I became the sole technical owner of the contact center’s Amazon Connect environment and supporting AWS infrastructure, with no dedicated backup. I was responsible for the full environment, including IAM, security profiles and access design, contact flows, routing, telephony configuration, production troubleshooting, platform maintenance, and ongoing architectural changes as business needs evolved. I wasn’t simply administering an application—I held end-to-end technical responsibility for the platform and the AWS environment behind it.

Salesforce Service Cloud Voice · Amazon Connect · AWS · IAM · Security & Access Design · Contact Flows · Routing Architecture · Telephony

The challenge

The new platform needed to preserve business-critical routing, voicemail, phone-number, failover, and support requirements while translating AWS-based functionality into Google Cloud services.

My role

I was a core technical contributor to the implementation and rollout of Google CCAI Contact Center, helping migrate support teams to the new platform and working through technical and operational challenges during the transition. As the platform evolved into Google CX for Gemini, I took on increasing technical ownership—extending the environment, solving implementation challenges, and migrating functionality that had previously depended on AWS into Google Cloud.

The solution

I mapped Amazon Connect call flows and voicemail processes, helped design corresponding Google CCAI flows, supported phone-number rationalization and failover planning, and tested complete caller journeys. When emergency-code functionality became blocked by difficulty moving its underlying data, I independently migrated that data from Amazon DynamoDB to Google Cloud Firestore so the capability could move forward in the new architecture.

The result

The transition advanced with clearer documentation, tested customer journeys, defined phone-number and failover plans, and stronger continuity between the legacy and future-state environments.

Google CCAI Contact Center · CX for Gemini · Google Cloud · Firestore · AWS · DynamoDB · Platform Migration · Contact Center Architecture · Telephony · Failover Planning

Reusable routing architecture

I redesigned a user-specific routing model around reusable profiles based on shared combinations of queues and priorities, creating a more scalable structure within Amazon Connect’s platform limits.

Salesforce-driven priority routing

I developed routing logic that used Salesforce data to influence interaction priority, allowing routing behavior to reflect business context rather than static telephony configuration alone.

Conversational IVR for a specialized support team

I built and repeatedly refined contact flows for a specialized support team as requirements evolved. The solution used Amazon Lex, Lambda, and DynamoDB to collect information through the IVR and support downstream Salesforce case workflows while accounting for a specific 30-second speed-to-answer expectation.

The result

These solutions reduced unnecessary duplication, made the environment more sustainable to administer, and allowed customer and business context to shape how interactions were handled.

The challenge

The organization needed more than a ticketing interface. Multiple service teams needed a shared environment for receiving, categorizing, routing, managing, and resolving requests while preserving team-specific workflows.

My role

I project-managed and ran point on the implementation, serving as the primary point of contact between technical teams, business stakeholders, and future users. I helped establish responsibilities and tracking, coordinated requirements, documented workflows, and maintained visibility into dependencies and release readiness.

The solution

I worked across employee-facing pages, Okta authentication, permissions, Knowledge, queues, fields, layouts, record types, Lightning applications, case processes, templates, branding, and automation planning. I also developed and facilitated training for users and internal stakeholders.

The result

The Request Hub launched with coordinated workflows, clearer ownership, and a more consistent internal service experience. The implementation gave diverse teams a shared Salesforce foundation for managing employee requests.