Gregory Dobrer

AWS Connect Architect

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Executive Summary

Design and delivery of Amazon Connect based contact centers. Focus on voice, chat, intelligent IVR with Lex, agent assist, analytics, and integrations with CRM and ITSM platforms. Scope includes discovery, architecture, build, migration, and stabilization.

Core Services

  • Amazon Connect architecture and deployment
  • Lex V2 bots for IVR and chat
  • Lambda, API Gateway, DynamoDB integration
  • Contact flow design and QA
  • Reporting, dashboards, and call recording policy
  • SIP trunking and telephony migration planning

Platform Expertise

  • AWS: Connect, Lex, Lambda, S3, DynamoDB, Kinesis, CloudWatch, IAM
  • AI assist: QnABot, Bedrock assisted flows, RAG patterns
  • CRM and ITSM: Salesforce, ServiceNow integration patterns
  • Security and compliance alignment for public sector

Reference Architecture Diagram