SMS Management

I worked on a customer communication platform built on Twilio Flex, where I developed and customised several Flex plugins including dialpad, callback, voicemail and conference. My role involved creating custom React UI components, extending call workflows, and building Twilio Serverless functions to support backend logic.
For the dialpad plugin, I customised outbound calling rules and enhanced the UI for smoother agent interactions. In the voicemail plugin, I built Studio Flows and routing for multiple scenarios, created UI screens to list and play messages, and developed serverless APIs to fetch and update voicemail records. For conference calls, I customised conference rules and added additional UI controls. In the callback plugin, I integrated IVR logic and callback scheduling with appropriate routing.
Alongside the plugin work, I also contributed to a contact centre system used by virtual receptionists. This included building custom Flex UI components, modifying panels, integrating customer information APIs, and controlling call-handling logic. When a call came in, the system automatically fetched the caller’s details and displayed scripts, notes and call instructions for the agent. I also implemented a dynamic iframe solution for context-specific content and used GraphQL mutations for the notifications feature.
Overall, this work helped streamline call flows, improve agent efficiency, and deliver a smoother, more reliable customer experience across the platform.