What I delivered
Webex Contact Center needed to work as a first-class part of ServiceNow, not a bolted-on side channel. I owned the ServiceNow side of that rollout on a CSM-first model.
- A Customer Service Management rollout with the case as the system of record.
- Live-notes handling so agents keep context during an interaction.
- Advanced Work Assignment routing so contacts reach the right person automatically.
- A reusable Webex API emulator onboarded as local testing reference, so the workflow could be validated without waiting on the live tenant.
How it came together
The build split cleanly into two lanes — platform readiness and downstream CSM/agent behavior — and I ran the downstream workflow path: case model, live notes, routing, and how the agent experience actually behaves. An in-house AI orchestrator helped stand up the emulator and scaffold the test scenarios, which let me validate routing and case handling early instead of blocking on tenant authorization. That separation kept a tenant-side blocker from stalling the ServiceNow platform work.
Impact
The contact-center workflow was proven out on the platform before the live tenant was even unblocked, so the team wasn't sitting idle waiting on access. The CSM-first model means every interaction lands as a trackable case with routing and notes attached — a real support workflow rather than a phone call that disappears when it ends.