I build contact centers and I'm always looking for new ways to extend what they're capable of.
Six years creating contact center solutions for federal and state government — CISA, US Space Force, USCIS, and the State of Colorado. Hands-on production experience incorporating generative AI into contact centers using Bedrock and Lex. Comfortable managing client relationships from discovery through production support.
Contact Center Architecture
Design and build Amazon Connect from the flows up: routing, queues, custom agent desktops (CCPs), callback strategy, and the serverless backend that holds it together.
GenAI Integration
Bring Bedrock and Lex into the contact center in ways that help real agents on real calls — summarization, agent-assist, and analytics that combine call data with call content.
Compliant Delivery
Ship in federal and regulated environments with the audit trails, change tracking, and security posture those contracts demand.
Hybrid AI Contact Center Analytics Engine
A question-answering system that combines quantitative contact center data (queue length, call times, CTRs) with qualitative call content (transcripts and Contact Lens summaries) through an LLM orchestrator.
ServiceNow Agent-Assist Integration
A Lex bot captures loose caller input, routes it through Bedrock for summarization, and auto-populates ServiceNow fields — cutting agent search time during live calls.
USCIS Live Config Manager
Gave non-technical USCIS staff the ability to safely edit live Connect resources without touching the flow editor, with full audit logging of every change to satisfy federal requirements.