Twilio Consulting

The setup was a mess. Agents had no history on incoming calls, so they had no idea who they were talking to. Unanswered calls just vanished and nobody got called back. And the same contact would open three or four duplicate tasks at once. None of that scales, and the agency's client was feeling it.

I rebuilt it into a real omnichannel contact center inside Flex. Custom plugin so the agent sees every past call and message the second a new one lands. Smart routing through Studio and Functions: if nobody answers in 20 seconds, the call drops into an automated voicemail flow instead of disappearing. TaskRouter logic so one contact never opens more than one active task. Even a custom ringtone so agents don't miss calls when the browser tab isn't focused.

They needed to handle heavy call volume and book appointments across multiple offices without things falling through the cracks. I built the platform from scratch and kept building it as the firm grew.

It started as call handling and scheduling and turned into a full CRM. Calls through Twilio, recordings pulled by OnSIP into AWS so managers can review them, appointments syncing both ways with Google Calendar and Outlook, real-time updates through Pusher, client files and multi-location scheduling in one place.

The part that matters: it holds up under 500 concurrent users and 20-plus background jobs running at once. This is not a prototype. It is production infrastructure a law firm has trusted and kept expanding for over a year.