Enterprise support environments are messy: SOPs evolve, exceptions need to be made for VIP customers, implementation responsibilities are split across ops and engineering teams, and systems of record live inside deeply integrated CCaaS platforms. Deploying agents into that reality requires thoughtful product architecture, collaboration primitives, and evaluation infrastructure. This session will walk through core implementation challenges we’ve encountered and key decisions behind their solutions: Turning SOPs and operational knowledge into executable agent workflows and guardrails Designing collaborative tooling that allows CX operators and engineers to work on the same agent at different levels of abstraction Translating qualitative performance feedback into structured agent coaching Auto-generating evaluation tests from procedures and historical conversations to prevent regressions Integrating deeply with CCaaS systems while maintaining reliability and observability