How the work stacks up
The capability stack I architect at e&
Four layers, one estate: the channel customers touch, the platforms that run the business, the AI-native layer now sitting underneath both, and the TM Forum SID data model that makes any of it consistent. Toggle a layer or hover a row for detail.
In detail
What runs in each layer
The same four layers, expanded — what they do and the specific systems behind them.
Where 10M+ subscribers meet the operator, across every channel — migrated off Avaya on-prem onto Genesys Cloud CX for elastic scale, geo-redundancy and native AI on AWS.
The systems of record that make a personalised, low-fallout order possible — a Customer 360 view, a TM Forum-aligned order management system, and integrated digital identity checks.
Where autonomy earns its place — real-time Agent Assist with sentiment analysis, an ML customer zone model, and intelligent routing across Sales, Care and Pre-Sales.
The TM Forum SID domains that keep the three layers above talking about the same thing — every architecture decision above ultimately resolves to one of these.