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Configuration Audit
A thorough review of your flows, queues, routing, recording policies, user roles, and integrations, delivered as a prioritized findings report with clear next steps.
From $1,500
TECHNOLOGY CONSULTING — CONTACT CENTER · AI · WEB
Technology Consulting From Someone Who Actually Ships It
A decade running HIPAA-compliant technology in healthcare: contact centers on Genesys Cloud, secure AI and workflow automation for regulated teams, and websites that don't look like everybody else's. One operator, accountable end-to-end.
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10 Years
Healthcare Technology
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8 Years
Genesys Platform Experience
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HIPAA
Security-First By Default
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Solo
Owner-Operator, Not A Team Lead
SERVICES
Three Practices, One Operator
01 — CONTACT CENTER (GENESYS CLOUD)
Flow Optimization Sprint
Targeted, scoped work on your Architect flows: fixing dead ends, simplifying routing logic, improving self-service containment, and cleaning up what was built ad hoc.
From $2,500
Ongoing Platform Support
A monthly retainer for configuration changes, queue adjustments, reporting questions, and the kind of steady attention your platform needs but nobody has time for.
From $1,500/mo
Reporting & Dashboards
Build or fix the analytics views your leadership actually needs including service levels, handle times, queue performance, and agent productivity in formats people will use.
Queue & Routing Cleanup
Untangle duplicate queues, fix skill assignments, set up proper overflow routing, and get your ACD logic matching how your operation actually runs today.
Bots, Voice & Trunking
Voice bot design and optimization, BYOC trunk configuration, DNIS management, and the telephony plumbing most consultants won't touch. I run this stack daily.
02 — AI & WORKFLOW AUTOMATION
Secure AI Integrations
Putting AI to work without leaking data. Scoped integrations that respect HIPAA, tenant boundaries, and retention rules, with audit trails your compliance team can actually read.
Workflow Automation
Replace the manual copy-paste between systems with something that runs on its own. API scripting, internal tooling, and the glue work that frees your people up for real work.
AI Strategy For Regulated Teams
A straight answer on where AI helps, where it hurts, and what guardrails you need before turning anything on. Aimed at teams in healthcare, insurance, and other regulated spaces.
03 — WEB DESIGN & DEVELOPMENT
Marketing Sites & Landing Pages
Fast, clean, honest websites that load in a second and say what you do. Built by hand, not assembled from a template library. This site is an example.
Small Business Websites
A real website for your business without the monthly platform tax. Custom design, your own hosting, and a site you own outright instead of rent.
Site Audits & Revamps
A clear-eyed look at what your current site is costing you in speed, clarity, and conversions, followed by targeted fixes or a full rebuild when that's the right call.
HOW IT WORKS
Simple Process, Useful Output
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Understand The Situation
A short discovery conversation followed by a scoped review of the thing you want fixed, built, or improved. You get a clear findings document with priorities and a proposed path, not a vague assessment.
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Fix What Matters
We tackle the highest-impact items first in a defined sprint. Scope and timeline are agreed up front so there are no surprises, and you see progress in days, not quarters.
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Stay In Your Corner
If ongoing support makes sense, a simple monthly retainer keeps things running: platform tuning, small improvements, new requests, and a steady hand for when something comes up.
FIT CHECK
Is This For You?
Good Fit
- Need someone who can actually log in and fix things
- HIPAA, PCI, or other compliance requirements
- Healthcare or regulated teams exploring AI safely
- Manual workflows begging for automation
- Small business that needs a real website, not a template
- Running Genesys Cloud and need a hands-on admin
- Contact centers with 20–500 agents
Not A Fit
- Greenfield enterprise rollouts needing a team of ten
- Projects that require zero compliance thinking
- Looking for a full BPO or outsourced agents
- E-commerce platforms with heavy transactional backends
WHY RUSSELL CX
Problems I Fix Every Week
- Architect flows nobody fully understands anymore
- IVR containment stuck below 30%
- Duplicate queues and broken overflow routing
- Reporting that doesn't match what operations sees
- AI pilots stuck because nobody owns data privacy
- Manual copy-paste workflows between systems
- Websites built by someone's nephew in 2018
- Role permissions nobody has audited
I'm not a project manager who hands off the real work. I'm the person who builds it, runs it, and answers the phone when it breaks at 2 AM. A decade of doing that in regulated healthcare, across contact centers, AI, and the web, that's what you're getting. What Makes This Different
FAQ
Common Engagement Questions
Most engagements start with a short scoped review, whether
that's a contact center audit, an AI feasibility check, or
a look at your current website. You get a prioritized
findings document within a week or two. From there we
decide together what's worth building or fixing and how.
No. I work alongside your team, not instead of them. The goal
is to get the thing built, fixed, or running properly and
leave your people with the knowledge to maintain it. I
handle the specialized work so your team can stay focused
on their day job.
For contact center work, temporary admin-level read access
to your Genesys Cloud org. During the audit I'm observing,
not making changes. Any configuration work happens in a
separate phase with your team's awareness and approval.
For AI and web engagements, access is scoped to only what
the project actually requires.
Yes, that's been the day job for a decade. I treat data
privacy as a design constraint, not an afterthought, which
means scoped access, clear retention rules, audit trails,
and models and vendors chosen with compliance in mind.
If an idea isn't safe to ship, I'll tell you that before
you spend a dollar on it.
Marketing sites, landing pages, and small business sites.
Hand-built, fast, and hosted on infrastructure you own.
Not e-commerce platforms or anything with a heavy
transactional backend. This site is a representative
example of the quality bar.
CONTACT
Tell Me What You're Trying To Build Or Fix
Drop a note about what you're working on, whether it's a contact center that needs cleanup, an AI idea you're nervous about, or a website that isn't pulling its weight. I'll reply with a straight answer on whether I can help.