Things I've built and shipped.
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. Personal project.
ServiceNow Agent-Assist Integration
A Lex bot captures loose caller input during the contact flow, routes it through Bedrock for summarization, and auto-populates ServiceNow fields — cutting agent search time during live calls. Federal client engagement.
USCIS Live Config Manager
A contact center management application that gives non-technical USCIS staff the ability to safely edit live Connect resources without touching the flow editor, with full audit logging to satisfy federal change-tracking requirements.