Amin F.

I design, build and fix Amazon Connect contact centers that run in production, with a focus on AI agents, Salesforce integration and reliable routing. Recent work: • Greenfield Amazon Connect build for an airline operations centre. Users, queues, routing, security profiles, contact flows, IVR, dashboards, and hands-on support through UAT. • AI SMS agent for a Canadian internet provider. Built on Q in Connect, Amazon Lex and AgentCore Gateway, connected to Salesforce and billing tools. A pre-launch review of about 100 conversations showed a lower harmful-answer rate than the human-agent baseline (13% vs 16%). • Migration from Asterisk/Issabel to Amazon Connect for a US company. Moved SIP trunking, rebuilt routing and IVR, integrated Salesforce, added abandoned-call recovery and Lambda integrations. • Production troubleshooting: Q in Connect associations, Lex session timeouts, S3/KMS permissions for call recordings, and Terraform-provisioned resources. What I can help with: • Amazon Connect architecture and setup • Contact flows, IVR, queues and routing • AI agents with Amazon Lex, Bedrock and Q in Connect • Salesforce CTI and CRM integration • Lambda and API integrations • Callbacks and missed-call recovery • Omnichannel: voice, SMS, chat, email, tasks • Migration from legacy PBX and contact center platforms • Infrastructure as code with Terraform Why clients hire me: I come from a deep VoIP background (Asterisk, SIP, WebRTC, SRTP), so I understand what happens below Amazon Connect, not only the console. I flag risks early, test against real customer behaviour, and leave systems documented so your team can run them. Send me your current setup or the problem you're facing, and I'll tell you the fastest safe path forward.