The problem
Rip-and-replace migrations risk dropped calls and lost trust
A contact center carries live, revenue-critical traffic every minute of the day. A big-bang cutover from a legacy PBX risks dropped calls, lost routing logic, and a workforce that doesn't trust the new platform on day one.
This solution moves in phases — discover the current state, design the target architecture, migrate queue by queue with a validated parallel run, and only cut over once the numbers match.
Primary objective
Move to Amazon Connect in phases, with evidence the new platform works before the old one is switched off.
How it works
Discover → design target → migrate in phases → cut over
Discover
Flows, routing, volumes, integrations
→
Design target
Amazon Connect architecture
→
Migrate in phases
Queue by queue, parallel run
→
Cut over
Validated, with a rollback plan
What it does
- ✓ Current-state discovery & mapping
- ✓ Target architecture design
- ✓ Phased migration by queue/site
- ✓ Parallel-run validation
- ✓ Cutover runbooks & rollback plans
Built with
- ✓ Amazon Connect
- ✓ AWS Migration Hub
- ✓ CloudFormation / Terraform
- ✓ AWS Lambda + CloudWatch
- ✓ Amazon Connect APIs
Guardrails
- ✓ Parallel run before every cutover
- ✓ Per-site rollback plan
- ✓ Phase-gate stakeholder sign-off
- ✓ No big-bang cutovers
Under the hood
Cutover is a decision backed by data, not a date on a calendar
During parallel run, mirrored traffic hits both platforms. Routing outcomes are compared call-for-call, and a queue only cuts over once its match rate clears the bar.
connect/parallel_run_check.py
PYTHON
import boto3 MATCH_RATE_THRESHOLD = 0.995 def validate_queue_for_cutover(queue: str, sample: list) -> dict: matches = 0 for call in sample: legacy_route = legacy_routing_outcome(call) connect_route = connect_routing_outcome(call) if legacy_route == connect_route: matches += 1 match_rate = matches / len(sample) # A queue only cuts over once the platforms agree, call for call ready = match_rate >= MATCH_RATE_THRESHOLD return {"queue": queue, "match_rate": match_rate, "cutover_ready": ready}
Outcomes
Zero
Missed calls at cutover
Phased
Not big-bang
Validated
Parallel run per site
Faster
Time to platform value
Move to Amazon Connect without betting the queue
Deploy standalone, or pair it with Managed Operations & Support to keep the platform healthy after go-live.
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