Custom Application & Integration Development

No Off-the-Shelf Connector? We Build the Bridge.

Purpose built software that connects your systems.

Amazon Connect covers the platform basics, but the moment you need supervisors to whisper-coach an agent mid-call, a caller to self-manage a text notification list, or a contact center to talk to an internal database that has no native connector, you're past what ships out of the box. DrVoIP builds the software underneath: Lambda functions, DynamoDB tables, custom dashboards, and the APIs that connect your contact center to the rest of your enterprise. Real production systems we've shipped, not a generic "we can build anything" claim.

Request the Fit CheckSee the Disciplines
8
Custom features built for FMG Suites beyond native Amazon Connect functionality
2022
Dextr, our custom agent dashboard, built and acquired by an AWS company
Node.js
Our language of choice for Lambda functions and backend integration
Custom applications connecting separate business systems

Standard Consulting Partner since 2017

What Custom Engineering Actually Covers

Six disciplines, built when off-the-shelf doesn't fit

This is the real service list we scope custom builds from, not a generic "we do software" slide.

Custom Amazon Connect Features

Supervisor whisper-coaching, live queue views, and agent broadcast messaging: features the platform doesn't offer natively, built with Kinesis media streams and custom sockets.

Custom Agent & Supervisor Dashboards

A full agent interface when a native one doesn't fit, real-time metrics, team visibility, and recording retrieval in one place.

Custom Admin Tooling

Quick connect management, routing profiles, and task lookups, an S3 static site behind Cognito SSO, built because the AWS console wasn't built for daily admin work.

SMS & Notification Systems

Self-service text notification lists, on-call after-hours routing, and two-way SMS, run on Pinpoint, DynamoDB, and Lambda.

Lambda & API Backend Development

Serverless functions and REST APIs that move data between Amazon Connect and whatever system needs to see it.

Enterprise System Integration

Workforce management, EHR, website co-browsing, and internal databases that don't have a CRM's off-the-shelf connector.

Why Custom Engineering Still Matters

  • Off-the-shelf only covers what the vendor anticipated, whisper coaching, live queue views, and broadcast messaging have never been standard Amazon Connect features, we built them anyway
  • No call center is an island, it has to talk to workforce management, an EHR, or whatever internal database the rest of the enterprise runs on
  • Serverless keeps cost proportional to use, Lambda and DynamoDB mean you're not paying for idle infrastructure between calls
  • A working integration is a living thing, it needs the same ongoing care as the platform itself, not a one-time delivery

Two Ways to Build

A contained tool, or a full application? Both start the same way.

Budget determines how far a build goes. Getting a basic integration working is one set of issues, a dynamic, fully custom interface is another.

A Contained, Static Build

  • A static site hosted in an S3 bucket, the simplest way to wire two systems together
  • A Lambda function behind API Gateway does the work, no server to patch or maintain
  • Right fit for an admin tool kit, a quick connect manager, or a notification system
  • Lower cost, fast to ship, and easy to hand off once it's live

A Full, Dynamic Application

  • A real web server on EC2, when a static site can't handle the interactivity you need
  • Front-end development for a polished, branded interface agents actually enjoy using
  • Right fit for a full custom dashboard or a public-facing self-service portal
  • Bigger budget, but built to extend as requirements grow

Most builds start contained and grow from there. DrVoIP's own Amazon Connect admin tool kit began as a single Lambda function and expanded, quick connects, routing profiles, SMS origination, one tool at a time, as the need for each one became clear.


How A Build Actually Runs

Discover, architect, build, and support what ships

The same sequence whether it's one Lambda function or a full custom dashboard.

  1. 1

    Discover

    What actually needs to connect, and what the budget range looks like, before we design anything.

  2. 2

    Architect

    A static site and a Lambda function, or a full EC2 application: decided upfront, not guessed at.

  3. 3

    Build

    Node.js Lambda functions, DynamoDB, API Gateway, Cognito, whatever the integration actually requires.

  4. 4

    Support

    Documentation and a support relationship once it ships, a live integration needs care, not a one-time delivery.

Talk It Through First

Get an Integration Fit Check

Tell us what needs to connect, and we'll tell you honestly whether it's a contained Lambda build or a full custom application.

Schedule an Integration Fit Check

Proof, Not Hype

Built when there was no feature for it

How this actually runs, not a theoretical capabilities slide.

Real Engineering

Built when Amazon Connect didn't have a feature for it

For FMG Suites, DrVoIP built supervisor whisper-coaching over Kinesis media streams, a live queue view, agent-to-agent calling without an active call, and a broadcast tool for shift announcements, none of it standard Amazon Connect functionality.

Real Product

Dextr: a custom dashboard built, shipped, and acquired

DrVoIP's founder built Dextr, a custom Amazon Connect agent dashboard, from the ground up. It was acquired by an AWS company in 2022 and rebranded ConnectPath, proof this is a real engineering practice, not a theoretical one.

Certifications

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AWS Certified Machine Learning Engineer – Associate badge
AWS Certified AI Practitioner – Foundational badge

“I highly recommend DrVoIP to anyone interested in obtaining fast responses and solutions to problems around the creation of a modern AWS Connect phone system.”

Mickael SebbanFounder, Oui Systems

“From watching his YouTube videos, we engaged Peter on numerous contact center projects, including migrating a portion of our Cisco UCCX contact center into AWS.”

Amir SafayanReal Estate Entrepreneur

“His expertise and strategic thinking has allowed us to create a world class contact center. He is the BEST investment we've ever made.”

Peri SmithSr. Director, Contact Centers

Where This Fits In What We Build

Custom engineering isn't a separate product, it's one of six disciplines

Custom application work sits alongside the rest of Cloud Services. Here's exactly where it connects.

CRM Integrations

Need a CRM-specific screen pop instead? See the dedicated build for Salesforce, Zendesk, Zoho, and more.

Explore ›

Managed Service & Support

Once a custom build ships, ongoing configuration and monitoring lives here.

Explore ›

Why Cloud Services

Custom software engineering is one of the disciplines underneath every build DrVoIP ships.

Explore ›


Common Questions

Frequently asked questions

CRM Integrations is specifically about popping a customer record from Salesforce, Zendesk, Zoho, or a similar platform onto an agent's screen. Custom Application & Integration Development covers everything else: custom Amazon Connect features the platform doesn't offer natively, admin tooling, SMS and notification systems, and connections to systems that aren't a CRM at all, workforce management, an EHR, or an internal database.

Yes, and we have. For FMG Suites we built supervisor whisper-coaching over Kinesis media streams, a live queue view, agent-to-agent calling without an active call, and a broadcast tool for announcements, none of it standard Amazon Connect functionality.

Lambda functions, usually written in Node.js, behind an API Gateway, with DynamoDB for data storage and Cognito for authentication when there's a login involved. Simple builds are a static site in an S3 bucket. Dynamic ones run on a full web server on EC2.

It depends entirely on scope: a single Lambda function behind a static site is a relatively contained build, a full custom dashboard is a bigger one. We scope it the same way we scope everything else, a short discovery call, then a fixed-fee quote, not an open-ended hourly estimate.

It needs the same ongoing care as the platform itself. Most clients fold custom software maintenance into Managed Service & Support or an on-demand support relationship, so a working integration doesn't quietly drift out of date.


Further Reading

More on custom engineering, integrations, and AWS tooling

Application stack architecture diagram

Amazon Connect "Tool Kit"

, ,
Building Tools for Amazon Connect Administration Over the years I have come to learn that if the folks who develop products, especially technology solutions, actually installed the products they develop we would have better installation and…
SMS alert icon

Membership notification system using AWS Pinpoint SMS!

, ,
The Challenge! We had a voice notification system setup to alert member of our "club" about meetings and special events.  It consisted of a Dynamodb table that listed the phone numbers of the club membership; several lambda functions to access…
AWS messaging agent illustration

How can an Agent Originate an SMS message in Amazon Connect !

, ,
Pinpoint SMS For some time now, you have been able to channel SMS messages through the Amazon Connect CHAT API, using Pinpoint services.  Typically, you would create a new project, enable SMS and then use SNS to trigger a lambda function to…
AWS messaging agent illustration

Implementing Active Directory Integration with ShoreTel 11

, ,
Historically I have recommended that the ShoreTel server not be a computer in your domain.   To many times, an Active Directory administrator will create a new Group Policy and forget about the ShoreTel user account.  The end result is a down…

Quick connects, routing profiles, and task management: the admin tool kit DrVoIP built when off-the-shelf Amazon Connect tools fell short.

How a DynamoDB table, a Lambda function, and Pinpoint SMS let members join and leave a notification list by texting JOIN or STOP.

Three ways to solve a problem Amazon Connect doesn't handle natively, from a Task template to a full Email-to-SMS pipeline.

Enterprise directory integration isn't new. ShoreTel synced with Active Directory over LDAP a decade before REST APIs were the default.

Building Tools for Amazon Connect Administration

A Self-Service SMS Notification System

Getting an Agent to Originate an SMS Message

Active Directory Integration with ShoreTel 11

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