Founder & Principal Solutions Architect at Aetheria Systems
Amazon Connect | Salesforce SCV | AI | Independent CX Consultant
I fix customer experience platforms that failed to deliver. When your Amazon Connect or Salesforce Service Cloud Voice implementation is underperforming, agents are frustrated, and leadership is questioning the investment, I diagnose the root cause and engineer the solution. I work in the space between systems where integration breaks down, data flows fail, and customers feel the friction that leadership never sees.
Most CX platform failures aren't technology problems—they're architecture problems. Systems that should talk don't. Data that should flow gets stuck. AI that should enhance creates chaos. I specialize in taking broken implementations and rebuilding them into stable, intelligent environments that actually work. No rip-and-replace. No starting over. I fix what you have by connecting it to the right data, the right events, and the right AI logic.
I design event-driven architectures that eliminate swivel-chair workflows. I build integrations that span Amazon Connect, Salesforce, legacy ACDs, case management systems, and data warehouses. I implement AI that translates in real-time, summarizes interactions, infers intent, and delivers knowledge without overwhelming agents. Every solution is measurable. Every decision maps to a KPI. Every workflow gets validated against actual contact center operations.
Through Aetheria Systems, I take on client engagements where others walked away. If your CX platform is broken, your vendor isn't fixing it, and your team is out of options, that's the work I do. I diagnose fast, communicate directly, and deliver solutions that survive production.
"We work in the space between systems"
Aetheria Systems designs, automates, and supports connections between cloud platforms, on-premises software, and legacy infrastructure. We enable organizations to operate as coordinated unified systems rather than disconnected silos.
Visit Aetheria.Systems →Design and deploy production-grade Amazon Connect platforms integrated with Salesforce Service Cloud Voice. Build contact flows, CTI, screen pops, and omnichannel routing using Lex, Lambda, EventBridge, Kinesis, and DynamoDB. Make cloud contact centers and CRMs work as unified systems—not disconnected platforms agents fight against.
Execute corrective action for failed CX implementations hemorrhaging money and credibility. Diagnose architectural failures, rebuild stakeholder trust, deliver working solutions when vendors walked away. Turn disaster recovery into long-term partnerships. Win business by fixing what others couldn't.
Deploy GenAI that enhances agent performance instead of creating chaos. Real-time translation across 12+ languages. Interaction summarization that reduces after-call work. Intent classification that routes correctly. Knowledge retrieval integrated into workflow. AI that works in production—not demos that collapse under load.
Connect cloud platforms, legacy ACDs, case management systems, data warehouses, and authentication providers using event-driven patterns. Design integrations that survive production without constant maintenance. Eliminate swivel-chair workflows and manual data entry killing productivity. Make systems talk that vendors said couldn't connect.
Deploy contact center platforms in 90 days that others say take 6 months. Scale operations from hundreds to thousands of agents under fire. Handle 4,000% volume surges without infrastructure collapse. Deliver when failure isn't an option and timelines are impossible. Execute under pressure when everything's breaking.
State revenue department. Massive data breach exposed millions of taxpayer records. Public trust shattered. National media firestorm. Legacy tax systems decades old and completely exposed. Federal investigation. Department credibility destroyed. Needed enterprise-class security and complete system replacement under congressional scrutiny.
State unemployment agency during COVID. Infrastructure completely collapsed. Claims exploded from 2,000/week to 87,000/week. On-premises ACD failing under 4,000% surge. 1.2 million citizens couldn't get through. Billions in potential fraud. National media and congressional oversight. Complete operational disaster.
Fortune 500 enterprise spent millions migrating to Amazon Connect. Vendor delivered unusable system. Agents hated it. Call routing failed. Integrations didn't work. Cloud CX platform disconnected from Salesforce, ServiceNow, legacy systems. Manual data entry everywhere. Swivel-chair workflows killing productivity. Leadership questioning entire cloud strategy.
Healthcare contact center serving diverse patient population. Patients couldn't communicate—needed real-time translation across 12 languages. Wait times killing satisfaction. Manual verification workflows wasting agent time. Vendors promised GenAI solutions—delivered systems so bad agents refused to use them. Summarization failed. Knowledge retrieval returned garbage. Intent detection worse than useless.
State agency signed $5M+ AWS contract. System integrator couldn't deliver. Six months in, nothing worked. State IT threatening to kill the entire cloud migration and return to legacy systems.
National specialty pharmacy. Amazon Connect deployed but completely broken. Salesforce Service Cloud Voice integration failing. Legacy order systems not communicating. Orders failing. Calls misrouting to wrong departments. Zero automation. Their vendor couldn't fix it after months of trying.
1998. Safety-Kleen replacing mainframe custom applications with PeopleSoft for HR, Financials, and Operations. As Infrastructure Director, I recommended leveraging existing Chicago data center mainframe resources and capacity. CIO and Application Development Manager overruled the recommendation—deployed RS/6000 IBM servers in remote lights-out configuration instead.
Project Management Concentration
2021
Finance
1996
Need to fix a failed CX implementation? Looking for an architect who's solved problems like yours? Let's discuss how I can help.