Contact Center Architecture
Cisco PCCE/ICM/CVP scripting, Genesys, Amazon Connect, omnichannel routing design, WFM/WFO, and platform migrations. Every engagement personally delivered on-site.
Contact Center Architecture · AI Orchestration · CX Engineering
30 years on the ground. Architecture to execution
30 years on the ground. Architecture to execution
I still write the scripts myself.
Independent contact center architect and AI strategy consultant. On-site, embedded, and hands-on across every major platform — CVP/ICM scripting, CCAI microapp integration, Epic Interconnect, CUIC custom reporting, and agentic AI orchestration. No bench. No handoffs. Just results.
Focus Areas
- Leadership & transformation programs
- Enterprise & contact center architecture
- AI in CX: intent, QA, and routing
- Operational analytics & reporting
- Replatforming & Net-New Builds
Product categories we cover
- Legacy ACD/PBX
- Prem/Cloud Enterprise (e.g., Genesys, Cisco)
- Cloud-only CCaaS (e.g., Amazon Connect, NICE CXone)
Patterns: IVR/IVA
Routing
QM/WFM
Data/Reporting
What we do
Architecture you can ship
Three interlocking capabilities — platform architecture, AI and clinical integration, and hands-on delivery — so engagements don’t stall between design and production.
AI Orchestration & Clinical Integration
CCAI microapp integration, LLM-driven intent classification, multi-turn dialogue management, and Epic Interconnect API coordination for self-service clinical workflows.
Hands‑On Delivery & Reporting
Custom CUIC dashboards and reports, Finesse gadget development, ICM/CVP build and scripting, and end-to-end integration testing through TST and PROD.
Practice areas
Where we plug in
Leadership · Architecture · Transformation
- Enterprise reference architectures (cloud, hybrid)
- BCP/DR strategies and compliance (HIPAA, PCI, CJIS)
- RFP/RFI support and vendor scorecards
- Program governance & KPI frameworks
CX · Contact Centers · AI · Reporting
- Journey mapping & capacity modeling
- IVA/IVR design (NLU intent, flows, analytics)
- QM/WFM + coaching loops with AI assist
- Operational dashboards & data pipelines
Hands‑On Capabilities
- Build/config: Cisco PCCE, Genesys, Amazon Connect
- Detailed Contact Center Reporting & QA integrations
- SQL/ETL for contact center data marts
- Security reviews, runbooks, and knowledge transfer
How we work
A clear path from kickoff to scale
1 · DiscoverStakeholder interviews, baseline metrics, and opportunity sizing.
2 · DesignArchitecture & journey designs with measurable success criteria.
3 · PilotTest in a controlled scope; validate metrics and operating model.
4 · ScaleHarden, document, and hand off with governance and dashboards.
About
Experienced. Calm under pressure. Outcome‑driven.
30 years of independent consulting delivered on-site, embedded with clients across every major vertical — financial services, telecom, healthcare, retail, energy, and government. Every engagement personally delivered across North America, Europe, Asia Pacific, Middle East, Africa, and Latin America.
Selected clients include American Express, Barclaycard, TD Bank, Vodafone, Vodacom, Bell Canada, T-Mobile, BT, NHS, Apple, IBM, Overstock.com, Scottish Power, TXU, Air Canada, and OnStar (GM) emergency response infrastructure. Some client relationships span decades. I don't disappear after go-live.
Get in touch
Let’s talk about your roadmap
Quick facts
- HQ: Houston, Texas · Remote‑first · On-site available globally
- Focus: Contact center architecture, AI orchestration, clinical integration
- Platforms: Cisco PCCE, Genesys, Amazon Connect, NICE
- Security: HIPAA/PCI/CJIS aware · BCP/DR planning
- Replatforming & Net-New Builds
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