Case study
Cloud contact center on Service Cloud Voice + Amazon Connect for a global dermatology leader
A multi-region contact center embedding Amazon Connect telephony into Salesforce Service Cloud Voice. As one of three architects, I technically owned the Service Cloud Voice and telephony workstream - design, delivery and cutover - for the first wave of markets, with Germany live first.
A multi-region contact center embedding Amazon Connect telephony into Salesforce Service Cloud Voice. As one of three architects, I technically owned the Service Cloud Voice and telephony workstream (design, delivery and cutover) for the first wave of markets, with Germany live first.
Context
A global dermatology and skin-health company with $5B+ revenue, ~8,000 employees, and global customer-service operations. It was building an omnichannel customer-service capability and needed telephony embedded directly in Service Cloud: calls handled in the same console as cases, recordings and transcripts on the record, and live supervision of agents. This engagement delivered the solution for the first wave of markets (Germany, Austria and Canada), which the company then rolled out to further regions itself.
Role
Salesforce Technical Architect, one of three architects on the engagement, each technically owning a workstream. I owned the Service Cloud Voice and telephony scope end to end: solution design, resolution of all telephony delivery issues, and the cutover plan. Worked alongside the Product Owner, BAs and the delivery team.
System landscape
| Layer | Components |
|---|---|
| Channels | Inbound customer calls routed into regional IVR (first wave: Germany, Austria, Canada) |
| Contact center | Amazon Connect per region (IVR, contact flows, phone-number management), SIP telephony |
| Streaming & events | Amazon Kinesis (Data Streams + Firehose), Amazon EventBridge |
| Integration & compute | AWS Lambda (telephony integration API, Salesforce REST API, voicemail processing/transcription, Contact Lens transcript processing, CTR sync, real-time alerts) |
| Transcription & AI | Amazon Contact Lens (real-time transcription + signals) |
| Storage | Amazon S3 (call & voicemail recordings, lifecycle/retention) |
| CRM & agent surface | Salesforce Service Cloud Voice, Omni-Channel (email/phone/chat), Service Console, Agent Softphone, Supervisor Console, Case Management, Reports & Dashboards |
| Identity | Azure AD SAML IdP, SSO for internal agents/supervisors, JWT auth to the Salesforce SCRT service |
What I drove
- Owned the Service Cloud Voice and telephony architecture, embedding the Amazon Connect softphone into the Service Cloud console so agents handle calls and cases in a single UI
- Designed the multi-region integration between Amazon Connect and Service Cloud Voice (IVR with branching contact flows, voicemail, live transcription and event-driven Salesforce sync) for the first wave of markets (Germany, Austria, Canada)
- Owned the cutover plan and go-live, standing up the first market (Germany) with ~10 agents and 2-3 supervisors
- Acted as the resolution point for all telephony delivery issues across the integration
Timeline & team
~6 months, go-live ~June 2025. Team: 3 TA, 2 BA, 6 Dev, 2 QA, 1 DevOps.