Episode 41: Mark Pritchard, Jabra

Join us as we welcome Mark Pritchard, a senior platform and automation consultant at Jabra, to discuss Jabra’s move to Amazon Connect starting in 2021 and how the shift improved flexibility, number management, and cloud operations after COVID. 

Mark explains the challenges of running four global Connect instances with a small admin team, the need to standardize IVRs, scripts, and flow design for easier troubleshooting, and practical conventions like embedding related phone numbers in flow attributes.

He describes replacing a third‑party callback solution with a native Connect approach, then using AI tools (nicknamed “Bob”) with Cursor and GitHub Copilot to build internal portals for callback visibility, skills-based routing changes, and a new migration portal to selectively move resources to new instances during a major business separation, while sharing tools via a new LinkedIn group: Amazon Connect Tools Development.

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