Built on AWS best practices, proven in production

Cloud contact centers are where we go deepest, but we also help teams with broader AWS and cloud platform work. Our technical approach combines AWS Well-Architected principles with battle-tested patterns from enterprise contact centers and high-growth startups. This page is here for your CTOs, DevOps leads, and engineering managers.

Cloud contact center architecture that scales

Cloud contact centers are our specialty. We design and operate Amazon Connect environments and adjacent AWS services for real-world traffic, not just demo volumes. Below is a non-exhaustive view of what we work with day to day.

Contact flow design
  • Custom IVR logic and dynamic routing based on customer attributes
  • Skills-based routing and queue management tuned to your SLAs
  • Customer callback, queue position announcements, and business-hours logic
  • Multi-language support and localization for global deployments
AI & automation integration
  • Amazon Lex conversational AI for voice and chat
  • Real-time sentiment analysis and supervisor alerts with Contact Lens
  • Automated post-call summarization and disposition capture
  • Voicebot deployment, training, and ongoing optimization
Omnichannel capabilities
  • Voice, chat, and task management in a unified Amazon Connect workspace
  • Consistent customer context across channels and handoffs
  • Outbound campaigns integrated with compliance and pacing controls
Analytics & reporting
  • Real-time and historical dashboards tailored to your KPIs
  • Custom metrics, quality management integration, and alerting
  • Data lake exports for advanced analytics and BI tooling

Cloud architectures beyond the contact center

For technical teams, the question isn't "Can you write code?" It's whether we design systems the way you would—with reliability, observability, and cost in mind—for both contact-center-adjacent services and wider-scale cloud deployments.

Compute & orchestration

  • Lambda functions with cold-start aware design and concurrency tuning
  • Step Functions for long-running workflows and error-handling patterns
  • ECS/Fargate and EKS for containerized workloads where serverless isn't a fit

APIs & integration

  • REST APIs with API Gateway and GraphQL APIs with AppSync
  • Custom authorizers and OAuth/OpenID integration for secure access
  • CRM, ticketing, and third-party system integrations

Data layer

  • RDS PostgreSQL schema design, query tuning, and scaling
  • ElastiCache Redis/Valkey for caching and session management
  • DynamoDB for high-throughput, low-latency workloads
  • ETL and data migration pipelines into your analytics stack

DevOps & infrastructure

  • Infrastructure as Code with CDK, CloudFormation, or Terraform
  • CI/CD with AWS CodePipeline and GitHub Actions
  • Multi-account and multi-region architectures where they actually make sense
  • Cost optimization and right-sizing as part of the design, not an afterthought

Zero-downtime migration from any platform

Migrations fail when teams underestimate the operational reality: carrier cutovers, agent behavior, and integration edge cases. Our methodology is built around those details.

  1. Assessment: current-state documentation, integration inventory, and traffic analysis.
  2. Design: target architecture, migration sequencing, and rollback procedures.
  3. Build: parallel environment construction and integration configuration.
  4. Test: load testing, failover validation, and agent UAT.
  5. Cutover: phased traffic migration, number porting, and enhanced monitoring.
  6. Decommission: legacy system shutdown and data archival where required.

Fixing what others couldn't finish

Rescue work is where HOLEAUX is most differentiated. We specialize in taking half-finished or failing systems and making them stable, observable, and maintainable.

Common patterns we rescue

  • Abandoned mid-project implementations
  • Systems that work in demos but fall over at scale
  • Undocumented architectures from departed vendors
  • Fragile integrations that break on minor upstream changes
  • Non-compliant configurations (HIPAA, PCI, GDPR requirements)

Our rescue process

  • Audit: technical assessment, architecture documentation, and risk mapping
  • Stabilize: fix critical production issues and establish monitoring
  • Refactor: systematically address architectural debt where it matters most
  • Document: runbooks and diagrams your team can actually use
  • Transfer: training for your team or operations partner

Questions about our technical approach?

Share your technical requirements or constraints, and we'll walk through how we'd design for them—in plain language.