Solutions engineering · CCaaS · AI
I make complex customer journeys feel / simple.
I’m Peter Strahan, a solutions engineer who turns ideas into working experiences people can click, call, test and discuss—not just another slide deck.
Selected work / 01
Built to be experienced, not explained.
Each concept brings the full story together: the customer interface, conversation, state changes, integrations and the moments that make a demonstration credible.
One conversation across real council journeys.
A branded digital front door that moves naturally from information to authentication and service fulfilment—across voice and web chat.
From a resident question to a qualified follow-up.
A multi-journey council concept with conversational service, account context and an expression-of-interest path into HubSpot.
The rig behind the experience.
A practical pattern for tenant-branded demonstrations: static delivery, an allow-listed signing proxy, real-time state events, custom chat UI and voice—all documented so another solutions engineer can reproduce it.
Field notes / 02
What the prototypes taught me.
A lightweight build log for the patterns that worked, the traps that cost time and the details worth copying into the next solution.
Keep the conversation and the screen state on separate paths.
Let the bot handle the dialogue. Let a signed event tell the page exactly when to change. Voice and chat then drive the same reliable interface.
Read the pattern ↗ Experience · 4 min readBuild the interface the customer expects—not the widget the platform ships.
Keep the proven transport and session logic, but own the visible experience. The result feels native to the journey instead of bolted on.
Read the pattern ↗ Security · 4 min readProtect the demo without putting friction inside it.
Secrets stay behind a signing proxy, accepted states are allow-listed, and private builds sit behind Zero Trust tunnels and MFA.
Read the pattern ↗How I work / 03
Broad enough to join the dots. Technical enough to make them work.
I work where customer experience, cloud infrastructure and contact-centre technology meet—moving from discovery to a secure, working demonstration.
Journey prototyping
Turning a customer problem into a convincing end-to-end experience with the brand, content, interaction and edge cases accounted for.
Conversational AI + CCaaS
Connecting voice, web chat and agent experiences so the conversation can guide, authenticate and complete useful work.
Integration + orchestration
Using APIs, webhooks and real-time events to make the interface reflect what the system has actually done—not what a script hopes happened.
Secure demo architecture
Keeping secrets server-side and controlling access with Cloudflare tunnels, Zero Trust policies and MFA while preserving a clean participant experience.
Technical storytelling
Making the value legible to both technical and commercial audiences through working software, clear architecture and reusable field notes.
More experiments / 04
A growing lab of customer and agent experiences.
Different industries, different journeys, one consistent goal: make the solution concrete enough to evaluate.
I like the point where “could we?” becomes “here it is.”
I’m a solutions engineer who enjoys making ambitious customer-experience ideas practical. I prototype the journey, connect the systems, secure the edges and explain the trade-offs—then package what I learned so the next SE can move faster.
This site is part portfolio, part notebook and part working lab. The examples are designed to be explored, questioned and improved.