Contact Center Automation

Contact center operations are full of workflows that look small individually but compound into real risk and real cost: a missed DNC scrub, a delayed lead file, an agent alt-tabbing between systems during a live handoff, an operations team spending hours every day on reports that could be automated.

These projects attack that layer directly — not by replacing the dialer platforms, but by building the decision, visibility, and automation layer those platforms don’t provide.

What This Covers

Compliance: The DNC Compliance Automation Tool scrubs call lists across multiple dialer platforms from a single Slack command, with a test floor built to match the legal stakes of a missed scrub.

Visibility: The Contact Center Zoom Wallboard pulls real-time Zoom agent availability into the dialer’s own interface, so agents never have to leave their workflow to find a warm-transfer target.

Data throughput: Lead Data Prep Tools processes 700,000+ records in under 8 minutes — smart encoding detection, schema mapping, deduplication, and batch splitting for lists that would choke a naive Python script.

End-to-end operations: The Telesero Admin Suite eliminated an entire team’s daily manual process with a three-tier ingestion, processing, and reporting pipeline backed by an ML advisor and a 619-test certified floor.

Browser-based workflow fixes: Some contact-center platforms have no API where you need one, or the workflow is too UI-specific for server-side automation. The Convoso and Telesero extensions operate inside the browser to remove repeated clicks, add missing report columns, re-group live monitors, and auto-pause dialing between calls — all without changing the underlying platform.

Concepts, honestly documented: The Real-Time Coaching Bridge was built and submitted as a Chrome extension, rejected during store review, and is documented here as an idea rather than a shipped product. The concept — a coach listens to live call audio through a channel structurally separate from the call itself — remains a real contact-center pattern worth recording.

The Common Thread

Every one of these was built against a real production constraint: no second license per seat, no API where you wish there was one, no tolerance for losing audit trails, and no margin for being wrong about whether a scrub actually ran. The engineering challenge is rarely the algorithm — it’s making the automation fit the real operational environment without breaking it.

Built with Python, FastAPI, Google Cloud Run, Firestore, Slack, Streamlit, and Pandas. Real contact center work, not theoretical.