I work at CloudInteract, an AWS Advanced Tier Partner focused entirely on Amazon Connect. Many of the contact centres I work with sit in healthcare, pharma, or the public sector. These are industries where putting AI into a customer conversation is a considered decision, not a demo.
My time splits roughly between the building (designing and shipping AI agents with clients) and the thinking out loud (the blog, the YouTube channel, and the Amazon Connect Podcast I co-host with Alex Baker).
How I got here
I spent fifteen years as a Microsoft developer and architect, 10 of them as a Microsoft MVP in the Teams developer space. I built bots, Teams apps, Graph integrations, and a lot of enterprise collaboration plumbing. I enjoyed most of it.
Sometime in 2025 the interesting problems started sitting somewhere else. AI agents in contact centres stopped being a demo category and started being a real engineering discipline, and Amazon Connect was where most of that work seemed to be happening. I spent several months pretending my attention wasn't being pulled over that wall before I eventually gave up and climbed it.
In early 2026 I stepped away from the Microsoft MVP program and went full-time on Amazon Connect. There's a blog post about that decision if you want the longer story.