The problem
Momentum dies after go-live without a named owner
Amazon Connect programmes often stall right after launch: the implementation team disbands, nobody owns the release pipeline, small improvements pile up in a backlog nobody grooms, and the first production incident has no defined runbook.
This solution puts an onsite technical lead and an offshore delivery team behind the platform permanently — governed releases, 24/7 monitoring, and a roadmap that keeps moving.
Primary objective
Keep the platform improving and healthy long after the implementation team moves on.
How it works
Triage & prioritize → release → monitor production → report
Triage & prioritize
Backlog, incidents, requests
→
Release
Governed change, approval gates
→
Monitor
24/7 production watch
→
Report
Executive visibility
What it does
- ✓ Onsite lead + offshore delivery
- ✓ Governed release management
- ✓ 24/7 monitoring & incident response
- ✓ Backlog grooming & roadmap input
- ✓ Executive stakeholder reporting
Built with
- ✓ Amazon Connect
- ✓ Amazon CloudWatch + EventBridge
- ✓ Git-based CI/CD release pipelines
- ✓ ServiceNow (incident & change)
- ✓ IAM governance
Guardrails
- ✓ Change approval gates
- ✓ Incident runbooks with defined SLAs
- ✓ Mentorship & knowledge transfer
- ✓ No undocumented prod changes
Under the hood
Alarms open a tracked incident, not a Slack message that gets lost
Production alarms create a governed ServiceNow incident automatically and page the on-call engineer with the SLA already attached — nothing depends on someone noticing.
connect/incident_from_alarm.py
PYTHON
import requests SLA_MINUTES = {"P1": 15, "P2": 60, "P3": 480} def handle_cloudwatch_alarm(alarm: dict) -> dict: severity = classify_severity(alarm["AlarmName"]) # Every alarm becomes a tracked, SLA-bound incident automatically incident = requests.post( "https://instance.service-now.com/api/now/table/incident", json={ "short_description": alarm["AlarmName"], "priority": severity, "sla_minutes": SLA_MINUTES[severity], }, ).json() page_oncall(severity, incident["sys_id"]) return incident
Outcomes
24/7
Production support
Governed
Release cadence
Mentored
Client engineering team
Executive
Stakeholder visibility
Don't let go-live be the high point
Deploy standalone, or pair it with Contact Lens QA & Compliance for a full picture of platform and agent health.
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