Senior AWS Connect engineer with 6+ years experience creating contact center solutions for federal and state government clients including CISA, US Space Force, USCIS, and the State of Colorado. Hands-on production experience incorporating generative AI into contact centers using Bedrock and Lex, including a ServiceNow agent-assist integration. Comfortable managing client relationships from discovery, architecture, build, and UAT, to production support.
Core skills
Amazon Connect
AWS Bedrock
Amazon Lex
RAG Pipelines
Athena
Lambda
DynamoDB
API Gateway
Step Functions
CloudFormation
Terraform
ServiceNow Integration
CloudWatch
Custom CCPs
TypeScript
Python
React
Serverless Architecture
Federal Compliance
Experience
Simple Technology Solutions (STS) · Federal Contractor
- Amazon Connect SME on a small team under contract with CISA, US Space Force, and USCIS. Supported existing architecture and designed and produced new integrations across 8 Connect instances serving federal agencies and sub-agencies.
- Designed and built an agent-assist integration for ServiceNow. 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.
- Supported and extended a custom contact center management application for USCIS (React/TypeScript, API Gateway, Lambda, DynamoDB) giving non-technical staff the ability to safely edit live Connect resources, such as holiday schedules and messaging, without touching the flow editor. Built a feature for full audit logging of every change (who, what, when) to satisfy federal change-tracking requirements.
- Advise federal stakeholders directly on contact center operations. This included improving callback queue management strategies for high-volume scenarios, resulting in better customer satisfaction.
Notable Project
Personally prototyped a Hybrid AI Contact Center Analytics application, a question-answering system that combines quantitative contact center data (queue length, call times, etc.) with qualitative call content (call transcripts and Contact Lens summaries). An LLM-driven orchestrator takes a natural-language question (such as "are there specific agents who handle escalations better than others based on customer satisfaction?" or "which queues are consistently taking the longest to resolve, and why?"), classifies which qualitative and quantitative data are required, generates Athena queries against Connect CTR data, runs RAG retrieval over transcripts and summaries, and assembles a unified natural-language answer. Uses Titan embeddings and Nova Pro for cost-efficient prototyping.
Amazon Connect CTR
Athena
Bedrock
Titan Embeddings
Nova Pro
RAG
AI Orchestration
Python
DHI Group (Dice.com)
- Built front-end and back-end systems for Dice.com's AI-powered candidate-matching platform, integrating resume and job-description data with ML scoring services and surfacing match scores to recruiters and candidates.
- Deployed an embedded "instant match preview" widget that scored a candidate's resume against any job listing in real time, driving measurable increases in clicks and applications.
- Designed backend systems handling up to 1 million requests per hour (Python, Step Functions, Lambda, DynamoDB, SNS, GraphQL).
- Improved visual-impairment accessibility compliance by updating visuals to meet WCAG color-contrast standards and reorganizing site structure for compatibility with visual aid tools. Maintained observability with CloudWatch logging, alarms, and multi-layer testing (Pytest, Locust, Jest).
Aspen Technology Group
- Personally managed custom CCP projects end to end, from client relations through build and deployment. Built applications that securely stored and displayed PII for agent use and handled thousands of calls per day.
- Extended functionality of existing live Connect data to calculate estimated caller wait times for a better user experience.
- Served clients including the Colorado Department of Revenue and DMV, the California DMV, and private companies such as Leidos (React/TypeScript, Lambda, DynamoDB, API Gateway, CloudFront, Amazon Connect).
Education
North Carolina State University
B.S. in Science Education
2018
Flatiron School
Full Stack Web Development
2020