Case Study
Solution Architecture — Unified Contact Center & Care Platform
Architecture by Yathiraja Inc. — Engagement details anonymized.
The client needed to unify their specialty pharmacy contact center operations by connecting a modern cloud contact center platform with Salesforce Health Cloud and a pharmacy management system. Key challenges included real-time caller identification, proxy authorization handling, agent screen-pop, and compliant call logging — all requiring a secure, governed orchestration layer.
Architected a solution integrating a cloud contact center platform with Salesforce Health Cloud and a pharmacy management system via MuleSoft Anypoint as the single orchestration and data-dip layer. Designed the end-to-end data flow, platform Shield encryption posture, and API contracts. Delivered a comprehensive Solution Design Document and conducted stakeholder and platform SME design readouts.
Delivered a validated, implementation-ready architecture that reduced design ambiguity across three platform teams. The governed orchestration pattern established a reusable integration template for future contact center use cases within the Salesforce Health Cloud ecosystem.