Managed the migration of a UK challenger bank from a legacy Amazon Connect instance to a modernised architecture with automated provisioning, enterprise SSO, and full data streaming. Parallel production instances running during transition with zero customer disruption.
The bank's original Connect instance was manually provisioned without data streaming, automated configuration, or enterprise SSO. Growing operational demands required a modernised architecture without disrupting live customer service.
Customer-facing telephony could not go offline during migration. The legacy and new instances needed to run in parallel, with traffic gradually shifted as the new architecture was validated.
The bank group included a subsidiary brand that needed its own Connect instance within the same AWS account, sharing infrastructure costs while maintaining operational independence.
The migration included moving from manual user management to automated Azure AD SSO with security group-based access. Agent provisioning needed to become self-service through the bank's identity platform.
A parallel migration architecture with dual production instances, automated provisioning, enterprise SSO, and a subsidiary bank instance, all with zero customer disruption.
Two production Connect instances running simultaneously: the original (live traffic) and the new modernised instance (being configured and validated). Both fully operational with independent routing and queue configurations.
The new instance built with automated provisioning, Connect Data Streaming, WFM integration, PinPoint campaigns, and Azure AD SSO. Every capability the legacy instance lacked, deployed from the start.
A separate Connect instance for the subsidiary bank deployed within the same AWS account. Shared infrastructure costs with isolated routing, queues, and contact flows for the subsidiary's operations.
Traffic migrated from legacy to new instance in controlled phases. Agents re-pointed to the new instance via Azure AD SSO. Legacy instance maintained as fallback until full cutover validated.
AWS services powering the migration and modernised architecture.
Dual production instances (legacy + modern) with parallel operation during migration. Subsidiary brand instance in the same account.
Full data pipeline on the new instance capturing contact events, agent activity, and interaction records.
Workforce management data streaming deployed on the modernised instance for scheduling and performance management.
Automated agent provisioning via security groups, replacing manual user management on the legacy instance.
We migrate banks to modern Connect architectures without disrupting live operations.
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