I design customer-support platforms as operating systems rather than isolated phone tools. The work connects channels, routing, CRM context, case workflows, knowledge, automation, quality, workforce planning, and reporting.
Applied as part of practical systems, workflows, and portfolio case studies.
Applied as part of practical systems, workflows, and portfolio case studies.
Applied as part of practical systems, workflows, and portfolio case studies.
Applied as part of practical systems, workflows, and portfolio case studies.
Applied as part of practical systems, workflows, and portfolio case studies.
Applied as part of practical systems, workflows, and portfolio case studies.
Map contact drivers, channels, volumes, users, constraints, compliance, and systems.
Define routing, customer context, case ownership, integrations, data, and operating controls.
Prototype flows, test failure paths, run UAT, and evaluate agent and supervisor workflows.
Stage migration, train users, monitor performance, and create a continuous improvement backlog.
Two Amazon Connect operating models connecting customer channels, Salesforce data, case management, dedicated support knowledge, agent assistance, QA, workforce management, reporting, and cost modeling.
Connected architecture views covering the customer experience operating system, omnichannel contact center, automation, intelligence, service operations, and cloud delivery.