Josh Prout
Technical Consultant
Josh is a technical consultant at Cortex Reply, specialising in agentic AI, Amazon Connect, and AWS cloud infrastructure. He leads the design and delivery of modern contact centre solutions, helping organisations reimagine customer experience through cloud-native architecture and autonomous, AI-driven capabilities.
- Agentic Customer Experience
- Amazon Connect
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His work spans the full delivery lifecycle, from early technical advisory and solution design through to hands-on implementation.
As lead of an internal Amazon Connect working group, Josh brings technical direction to teams building agentic CX solutions, setting the standard for quality, security, and reliability in customer-facing systems. He works closely with clients and partners as a trusted technical advisor, translating complex requirements into robust, production-ready solutions and influencing decisions at senior levels on both the technical and strategic fronts.
Beyond delivery, Josh is an active voice in the agentic AI and customer experience space, participating in industry events and partner showcases to share practical insight from the field. He is particularly focused on how autonomous AI is reshaping the contact centre — and on building the guardrails, observability and engineering discipline that let organisations adopt it with confidence.
Writing by Josh
Technology
Agentic Amnesia: How an Effective Memory Strategy Can Take Your AI System to a New Cognitive Level
The human memory is a fascinating, yet mysterious system; studies estimate our memory capacity to be the equivalent of 2.5 million gigabytes, we forget 50% of all new information…
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