Hello, I’m Iain Truesdale.
Amazon Connect Solutions Architect & Consultant

Thanks for visiting my home on the internet. I want to help you and your teams get the most out of Amazon Connect and AWS. I've worked with organisations of all shapes and sizes to help improve the customer and colleague experience. Please check out just some of the Consulting services I offer. I also like to document and share lessons learned and useful tips via my Blog.

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Who am I?

I'm an Amazon Connect Solutions Architect and Consultant with 20+ years contact centre technology experience. Trusted as a domain expert by technical and business leaders across some of the world's largest and most complex contact centres, including in heavily regulated industries.

I have gained deep expertise in Amazon Connect over six years, cementing knowledge of flows, agent desktops, AI/ML to maximise client capabilities in high-profile and complex environments. Scoped and led architectural design of robust contact centre solutions, focusing on performance, scalability, and security, while integrating innovative technology to enhance customer interactions and operational efficiency. Facilitated transition of clients from conventional contact centre technologies to Amazon Connect, resulting in enhanced flexibility and reduced overheads.

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Consulting

Please get in touch if I can help you with getting the best out of Amazon Connect and AWS. Some of my services include:

  • Best Practices – Using deep Amazon Connect expertise to help implement secure, performant, resilient, and cost effective architectures based on AWS Well-Architected principals.
  • Migrations – In depth experience of helping the worlds largest contact centres to migrate from on-premises, hosted and other cloud environments to AWS and Amazon Connect whilst achieving business value. Accelarated migrations using experience of working with AWS Support and Amazon Connect product teams using repeatable migration approaches.
  • Strategy – CXO consultation on strategic direction.
  • Innovation – Seamlessly integrate Amazon Connect with cutting-edge AI services for intelligent self-service, enhanced agent support, and actionable insights.
  • Cost efficiency – Reviewing existing contact centre architectures and usage of AWS services including Amazon Connect and identifying opportunities to reduce cost whilst maintaining or improving the customer and agent experience.

Certifications

Currently held certifications:
2021 - Present
AWS
Certified Solutions Architect – Professional
2023 - Present
AWS
Certified DevOps Engineer – Professional
2019 - Present
AWS
Certified Solutions Architect – Associate
2020 - Present
AWS
Certified Developer - Associate
2024 - Present
AWS
Certified Security - Specialty
2024 - Present
AWS
Amazon Connect Communications Specialist
2024 - Present
AWS
Amazon Connect Developer Specialist