United Kingdom
Solutions Architect specialising in customer experience (CX) platforms, with deep expertise in AWS and Amazon Connect. As an early member of CloudInteract, I have been instrumental in shaping delivery standards, architecture practices, and pre-sales solution design from launch through to scale. I led the AWS development workstream that contributed to achieving AWS Service Delivery Partner status in 2023. Led the design and delivery of large-scale Amazon Connect CCaaS platforms for major organisations across industries including financial services, utilities, and healthcare; building secure, resilient, and highly scalable contact centre solutions. Designed and deployed agentic AI systems within contact centre environments, handling over 3,000 calls per day through intelligent automation and real-time decisioning, integrated with event-driven AWS architectures. I focus on delivering measurable improvements in customer experience and operational efficiency, combining strong technical architecture with pragmatic delivery and close collaboration across engineering, product, and business teams. Certifications AWS Certified Solutions Architect – Professional AWS Certified Solutions Architect – Associate AWS Certified Cloud Practitioner Amazon Connect Ambassador
We make every customer interaction your competitive advantage, by engineering exceptional experiences across all channels. As a Platform Engineer at CloudInteract, I design and develop customer experience solutions using a range of platforms and tools. Key Achievements: Lead AWS/Python development efforts as part of CloudInteracts goal to achieve the AWS Service Delivery Partnership, which we were awarded in 2023 within months of CloudInteract being established. Contributed to migration of 6000+ seat contact centre to Amazon Connect for a large commercial client, and lead cloud development efforts.
As a Python Developer at GL UK&I, I worked within the Customer Experience team and was responsible for delivering CX projects for clients. I focused mainly on utilizing Amazon Connect and AWS Services to deliver efficient, maintainable and scalable solutions to a range of clients including large Finiancial Services and Utilities providers. As well as writing Python, I leveraged numerous AWS Services including but not limited to: S3, DynamoDb, Amazon Lex, Lambda, Kendra, Kinesis, Athena. Key Achievements: Chat Bot Solution o Built and implemented an out-of-hours Chatbot solution for a large utilities company using Amazon Lex and Lambda. o Integrated Salesforce Knowledge into the Chatbot to serve Knowledge Article based answers to customer queries. o Implemented a caching solution to reduce API Activity to Salesforce using DynamoDB and Lambda. o Carried out R&D and delivered integration with Amazon Kendra for indexing Salesforce Knowledge Articles and returning useful chatbot answers. Natural Language Call Steering o Influenced the design and user journeys surrounding Natural Language Call Steering for a high call volume business. o Developed Amazon Lex Bots to handle a large array of natural language intents to a high accuracy. o Designed and developed Contact Flows to support the implementation of Amazon Lex Bots and delivery of NLCS. Amazon Connect Zendesk Integration o Using AWS Lambda, developed an integration for Amazon Connect to generate a screen-pop in Zendesk, alongside automated case and customer profile creation. o Automated the upload of call data and call recording location to the case details of the Zendesk cases using AWS Lambda. o Reworked existing contact flows to improve management, maintenance and flexibility.
Recruited to develop Amazon Connect as a disruptive technology to meet the RBS Cloud first strategy. Key Achievements: o Successfully implemented Amazon Connect into the Consumer and Commercial Credit Cards business serving 700 users. o Successfully designed, developed and implemented CICD (Continuous Integration and Continuous Deployment) to support Amazon Connect releases. This involved designing software stacks, SDL (Software Development Lifecycle) processes and integrating into AWS Public Cloud. o Supported architectural designs and took ownership of integrating Amazon Connect into RBS’ internal network (from perimeter firewalls to end user device). This was the first Public Cloud delivery in RBS so this also created a pattern for any future Public Cloud deployments. o Successfully managed code development, troubleshooting, code design and code/service deployments in a multi-instance/multi-region Amazon Connect Design. o Managed a Financial Services Security Assessment and implemented necessary technology controls. Where controls could not be met, raised relevant risks for future tracking.