In 2022, I led the development of a React-based call center solution using Amazon Connect that was deployed nationally to Plunket’s at-home care service. This solution involved 4 repositories, 30,000 lines of code, and over 100 total AWS resources organized with CloudFormation and remains the proudest piece of work in my career.

My team engineered a solution that never missed a beat — 24 hours a day, 7 days a week, 365 days a year — so Plunket nurses can never miss a call from a concerned mother caring for her child. As you read this, a nurse will be using our solution to pick-up a call, escalate, or schedule an appointment with a mother.

Thousands of engineer hours went into scrutinizing every detail — flows, buttons, actions, text — to ensure it was super simple to use for customers, and we delivered a product that meets every need for Plunket.

We also handled the transition from a legacy on-premise call center solution to our cloud-based solution built on top of Amazon Connect, including porting numbers, creating documentation training staff, and ensuring that the transition was as smooth as possible.

The Visitor App was a React-based app connected to a DynamoDB database using AWS Lambda, that handled visitor induction and safety paperwork for hundreds of visitors entering Garage Project sites every day across Wellington.

I engineered the application's structure to support both Google and Microsoft (MSAL) systems, so that a staff member was alerted and sent the filled-in paperwork when a visitor completed the form.

I also pushed for the system design to be fully generic and turn-key, so that our company could, within a day, deploy this system to a new client with minimal configuration and zero code changes.