SBShane BakerProfessional Portfolio
Enterprise stack view

CX Technology Stack Architecture

An enterprise layer model showing how communication, platform, integration, data, security, and analytics capabilities support customer experience operations.

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Architecture overview

The technology stack separates customer-facing capabilities from the services that route work, integrate systems, govern data, and operate the platform.

Without a layer model, teams often duplicate functions across vendors, create brittle point-to-point integrations, and lose clarity about which system owns customer data, work state, and reporting.

System view

Capability layers and operating flow

This diagram is a conceptual portfolio artifact. Specific products, integrations, controls, and ownership would be confirmed during discovery.

Experience

Web and mobile
Voice and messaging
Self-service
Agent experience

CX platforms

Contact center
CRM and cases
Knowledge
Workforce and quality

Integration

APIs and events
Lambda and workflows
Identity matching
Data synchronization

Data and AI

Customer profiles
Interaction records
Analytics stores
AI and retrieval

Platform controls

Identity and access
Observability
Security and retention
Cost governance
Design principles

Rules that shape the architecture

Systems have defined roles

Each platform owns a clear capability instead of competing to become the source of truth.

API and event first

Reusable integration patterns replace fragile one-off connections.

Governance is architectural

Security, retention, observability, and cost controls are designed into the stack.

Architecture decision record

ADR 002 — Use a layered, API-first CX technology stack

Decision

Separate experience, platform, integration, data, and control layers with documented contracts between them.

Reason

Layering improves replaceability, reduces duplication, and allows the operating model to evolve without rebuilding every dependent system.

Expected impact

  • Lower integration risk
  • Clearer system ownership
  • Better scalability and maintainability
This is a conceptual architecture decision for portfolio demonstration. Outcomes are design objectives, not claims of measured results for a specific organization.