Design Your Operation. Don't Just Manage It
Most contact centre AI programmes hit a wall at around 85% containment and never recover. Not because the technology fails, but because nobody redesigned the operation around it.
OpsArchitecture builds the operating model that holds when the easy work is gone. 26 years on the floor, across superannuation, insurance, telco and government.
Who We Are
OpsArchitecture is a Melbourne consultancy run by John Stavrakis.
I have spent 26 years inside contact centre operations, in superannuation, insurance, telco and government. I have run the floors, carried the numbers, and sat in the rooms where an AI business case gets signed off on assumptions nobody stress-tested.
The pattern is consistent.
The technology does roughly what the vendor said it would. The operating model wrapped around it does not survive contact with reality. Volumes do not fall the way the model predicted. The work that survives automation is harder than the work that preceded it. The savings on the slide deck get paid for somewhere the slide deck does not look.
That is the problem I work on. Not the bot. The operation around the bot.
The framework behind this work has been presented at CUICIID 2026 and submitted to CoBICET 2026.
Ruby Lee
“John’s energy and passion for the contact centre space is enormously infectious. He leads with a clear vision that enables effortless business change and success. His ability to make tough decisions, where many leaders hesitate, has earned him a strong reputation both within organisations and across the wider market.”
Simon Kriss
“John played a pivotal role in driving innovation for a key government service. His ability to think strategically and translate ideas into actionable plans was invaluable.”
Leigh Thomas
“John consistently demonstrates exceptional problem-solving capability, deep operational expertise and a strong understanding of technology, including AI..”
The HRO Engine is the operating system. It borrows from high reliability organisations, aviation, nuclear, medicine, industries that cannot pretend failure is avoidable and so build for catching it instead.
The Team Resilience Index (Ri)
A single measure of whether a team can absorb pressure without breaking. It replaces the scorecard theatre that most quality programmes have become.
The AI Guardian
The Daily 30
A compliance layer that audits the full population of interactions, not a sample of five calls per agent per month. If you are governing AI decisions with a 2% sample, you are not governing them.
A thirty-minute supervisor rhythm that turns diagnosis into action inside the same day. Most operations discover their problems a month late, in a report.
The OTI Classifier and the S/K/W taxonomy
Every failure traces back to Skill, Knowledge or Will. Knowing which one you are looking at determines whether you coach, document, or have a different conversation entirely.
Ri+, the Positive Deviance Engine
Most quality systems only look down, at the bottom decile. Ri+ looks up. It finds the people already solving the problem, verifies what they are doing, and deploys it. Coaching from excellence, not from failure.
These are not slides. They are documented, deployable systems with playbooks for Genesys Cloud CX and NICE CXone.
The Framework
The Advantage
Engineering High-Reliability Operational Infrastructure
Consulting decks do not survive first contact with an operation. Frameworks that cannot be executed are just opinions with a font.
OpsArchitecture ships three things: the structural design, the tools that run it, and the evidence underneath it.
The Three Core Pillars
1. Blueprints: High-Reliability Structural Architecture.
Position descriptions, accountability matrices and workforce designs that map who decides what. Not generic role profiles. Explicit decision rights, so that when an AI system makes a call, it is clear who owns it.
2. Apps: Deployable Systems Execution.
Interactive tools that audit system health, track compliance and measure capability in real time. Documents that do something.
3. Research: Empirical Validation & System Insights.
Published operational research, institutional analysis and framework evaluation. Everything here is tested against real deployments, not derived from theory.
Expertise
Structural Integrity
Every framework is built on a quarter-century of global contact centre leadership, ensuring your operation stands on a foundation of proven rigor
Results
Measurable Impact
Our focus is on driving quantifiable results that lead to improved operational performance, enhanced customer satisfaction, and increased ROI for your business.
Support
Systemic Resilience
Our blueprints are engineered to scale, allowing your organisation to remain agile and competitive as the technology landscape shifts