How Genesys reinvents contact centers with serverless
summary
Genesys Cloud runs on AWS with a serverless‑first design: thousands of Lambdas, many thousands of DynamoDB tables, and 400 microservices across 12 regions handling ~70 billion interactions per year and thousands of daily deployments. Architecture uses ALBs fronting Lambdas, DynamoDB streams, Kafka as the event bus (bridged to Kinesis/SNS/SQS), Firehose/S3 archives and Athena for queries, and ElasticSearch on EC2. Challenges include Lambda concurrency and ENI limits, IAM role explosion, VPC cold‑start history and observability; mitigations are reserved concurrency, multi‑account isolation and Lambda extensions, and EventBridge for partner integrations.
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chapters (10)
- 0:00Introduction
- 1:50About Genesys
- 3:17About AWS
- 3:56Example
- 4:27What is serverless
- 6:17Lambda first mentality
- 10:21Lambda blueprint
- 13:22Concurrency
- 20:50Why serverless
- 24:02Amazon Eventbridge
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