Building a Serverless Compliance Data Platform for a Regulated Retail Energy Provider

A competitive retail energy provider needed a modern, scalable way to retain, retrieve, and audit customer call recordings tied to enrollment, service, and dispute-resolution workflows. Working with AWS and Redapt, the customer implemented a fully serverless call recording management and compliance solution on AWS. This foundation enables secure storage, structured metadata search, authorized playback, and end-to-end auditability without the operational overhead of traditional infrastructure.

Turning Challenges Into Opportunities

From Legacy Infrastructure to a Scalable, Auditable Platform

The customer operates in a regulated environment where recording and retaining customer calls is a critical control for supporting customer protection, audit readiness, and internal governance. However, they faced significant challenges managing scalable storage for high volumes of recordings, securely ingesting logs from third-party contact center platforms, and optimizing long-term retention costs.

For retail energy providers, a call recording platform is not just storage—it is the system of record that auditors and compliance teams rely on. A modernized, serverless approach ensures that every recording is processed consistently, secured automatically, and easily retrievable for compliance reviews without the burden of capacity planning.

The Problem

The retail energy provider needed to modernize its call recording retention and retrieval process to support regulated compliance workflows. The organization required scalable storage, streamlined compliance workflows for authorized personnel, and audit readiness, but needed a solution that could achieve this without overspending on storage or creating operational overhead for internal teams.

The Solution

Redapt served as the implementation partner, translating the approved AWS architecture into a deployable serverless solution. Redapt implemented secure contact center ingestion via SFTP, intelligent storage using Amazon S3, metadata retrieval through Amazon DynamoDB, and an AWS-native CI/CD framework utilizing Terraform for automated infrastructure as code.

The Outcome

The retail energy provider now operates a serverless call recording platform that scales automatically with call volume. Authorized compliance officers use a purpose-built web application to search, play back, and review recordings quickly. The infrastructure delivery is fully controlled and auditable, separating non-production and production environments while eliminating the need to provision or patch traditional servers.

SOLUTION DEEP DIVE

Engineering a Secure, Serverless Compliance Workflow

Redapt provided implementation services to translate the approved AWS architecture into a deployable, automated compliance platform tailored to retail energy workflows.

Intelligent Storage and Secure Ingestion

Configured Amazon S3 with structured naming conventions and S3 Intelligent-Tiering to automatically move data to cost-effective storage tiers based on access patterns.
Established a secure SFTP endpoint to ingest call log reports directly from the customer's third-party contact center platform.
Applied bucket policies and encryption to protect sensitive customer interaction data at rest.

Orchestrated Processing and Metadata Retrieval

Deployed AWS Step Functions to orchestrate the end-to-end processing pipeline, extracting call information and routing processing steps automatically.
Utilized Amazon DynamoDB with optimized index management to support fast, flexible metadata queries across large datasets.
Built a serverless web application with secure authentication and in-browser playback for efficient compliance review.

AWS-Native CI/CD and Infrastructure as Code

Designed a CI/CD framework using Terraform to manage infrastructure as code, with AWS CodeCommit as the central repository.
Configured AWS CodePipeline and CodeBuild to orchestrate automated validation, security checks, and deployment workflows.
Separated non-production and production AWS accounts to enforce manual approvals and secure cross-account access via AWS Identity and Access Management roles.

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THE OUTCOMES

Modernized Compliance, Reduced Overhead

By moving to a serverless architecture on AWS, the retail energy provider improved its ability to support regulated workflows while significantly reducing operational burdens.

Reduced Operational Overhead

Eliminated the need to provision, patch, and manage server infrastructure for the call recording compliance platform.

redapt - cost optimization governance - blue block

Built-In Cost Optimization

Amazon S3 Intelligent-Tiering automatically reduces storage costs as recordings age without requiring manual lifecycle management.

Stronger Compliance Posture

Encryption, access controls, and audit logging support internal governance, regulatory review, and traceability requirements.

Controlled Infrastructure Delivery

Terraform and AWS CI/CD tools provide repeatable, auditable deployment workflows with automated security checks and manual approval gates.

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CONCLUSION

A Foundation Built to Scale Securely

The customer's AWS serverless infrastructure now securely manages their regulated customer interaction data with built-in auditability and optimized storage costs. If your organization is weighing a similar modernization effort for compliance and data management, request an Architecture Review — a structured look at your current design, the risks in your migration plan, and what a resilient foundation would need to hold before you commit.

PRIVACY / CONFIDENTIALITY STATEMENT

Your trust and confidentiality are our top priorities. Redapt prioritizes and protects our customers' privacy, so we don't publicly disclose account names or other identifiable information. We are eager to share our successes and are happy to provide specific referrals or case studies upon request.

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