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Enterprise Projects

Systems shipped at scale.

Six of the platforms, integrations, and tools I've architected and shipped for enterprise contact centers — with real periods, scale, and stacks.

Integration
2025 — Present
1,200+ agents · 4 regions

Genesys ↔ Salesforce Unified Desktop

A single embedded agent experience that surfaces the right Salesforce record the instant a call, chat, or message arrives — no more searching, no more copy-paste.

What made it real
  • Screen-pop under 400 ms across voice, chat, email, and messaging
  • Bi-directional sync of activity, sentiment, and disposition into Salesforce Service Cloud
  • Custom Data Actions for warm transfer that carry full case context
Genesys Embedded FrameworkSalesforce LWCNode.jsOAuth 2.0Redis
Automation
2024 — 2025
22 workflows · 1.4M runs / yr

Enterprise Automation Platform

A domain-specific orchestration layer that turns Genesys events into reliable, auditable, human-in-the-loop workflows across ticketing, billing, and back-office systems.

What made it real
  • Temporal-based orchestrator with idempotency, retries, and DLQs
  • Visual designer for ops teams — non-engineers ship workflows in a day
  • SOC-2 aligned audit trail across every trigger, decision, and side-effect
TemporalNode.jsKafkaOracleReact
Analytics
2024
Real-time · 800 seats

Live CX Operations Dashboard

Fused Genesys real-time metrics, CRM data, and voice-AI sentiment into a single operational view that supervisors actually keep open on a second monitor.

What made it real
  • Sub-second refresh on queue, agent, and sentiment tiles
  • Anomaly alerts on abandon spikes, SLA breaches, and sentiment cliffs
  • One-click drill from a hot metric to the underlying interactions
Genesys Notifications APIClickHouseReactRechartsWebsockets
Reporting
2023 — 2024
9 tenants · 3,400 users

Multi-Tenant Reporting Platform

A white-label reporting product that lets each business unit slice its own Genesys and CRM data — with drill-down, scheduled delivery, and export baked in.

What made it real
  • Row-level security enforced at the warehouse, not the app
  • Scheduled PDF / Excel delivery for 600+ reports weekly
  • Self-serve report builder with a saved-query library
PythonFastAPIPostgresReactAWS SES
AI
2025 — Present
Pilot: 220 agents

LLM Copilot for Agent Desktop

A production copilot that listens live, summarizes intent, drafts responses, and recommends the next best action — right inside the existing agent desktop.

What made it real
  • Latency budget of <1.2s from utterance to on-screen suggestion
  • Guardrails for PII redaction, hallucination scoring, and refusal fallbacks
  • Feedback loop: every accept / edit / reject retrains prompt templates weekly
GPT-4o miniWhisperGenesys AudioHookElectronPython
Enterprise
2023
Internal — 600 users

Unified CX Ops Portal

A full-stack internal app replacing four disparate operations tools with a single portal for routing changes, WFM, QA, and vendor management.

What made it real
  • SSO with role-scoped access across 12 personas
  • Change-management workflow with peer review and rollback
  • Reduced tool sprawl from 4 tools to 1 — killed 3 vendor contracts
ReactTypeScriptNode.jsMongoDBOAuth 2.0
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