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Roy I.T. Ace

Cloud-Based Contact Center & CRM Platform

A full-stack contact center platform integrating lead management, intelligent routing, WebRTC calling, SMS, real-time agent monitoring, reporting, and workflow automation.

My Role: Sole System Engineer / Full-Stack Developer
Project Type: Enterprise Contact Center Platform
Development: Full Stack · Architecture · Integration · Infrastructure

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The Challenge

The business required a centralized platform capable of managing large volumes of leads, agents, campaigns, inbound and outbound communications, routing rules, and operational workflows while supporting hundreds of concurrent users.

The Solution

I designed and developed an integrated platform that brings CRM functionality, contact center operations, telephony, messaging, lead distribution, reporting, and administrative tools into a single system.

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Major Components

*Screenshots and technical details have been modified or anonymized to protect proprietary and confidential information.

WebRTC Calling
Browser-based agent inbound and outbound calling and call controls.

Intelligent Lead Routing and Number Pools
Campaign-based lead distribution, prioritization, ownership, queues, and automated reload logic.

Inbound Call Routing
Dynamic routing between agents and inbound groups based on availability and business rules.

SMS Messaging and E-mailing
Integrated two-way messaging/emailing with delivery tracking and conversation management.

Real-Time Monitoring
Live agent/call status and real-time updates using WebSockets. Users with this access can whisper, barge, take-over, and supervise a live call.

CRM & Lead Management
Millions of lead records, campaign management, custom fields, imports, filtering, and workflow automation.

Automated Workflow, API, and Call Controls
Each campaign/groups can have their own Workflows for outgoing, incoming, and internal (system flow). This automatically automates the tasks such as calling a sub-services (API, Webhooks), internal function, record modifications and assignments. Call controls can also be modified.

Interface, Call Control Customization, Annoucements Engagement
Customize the interface colors and sizes, call control buttons can also be customized together with their functions (functions like triggering a webhook, calling api, and other pre-built functions). Toggle between dark and light mode. 

Announcements feature works like a facebook post where you can react, comment, reply, and tag. The author can disable and control the posted announcement and target a certain group they can post this to.

Cloud Infrastructure
AWS-hosted application infrastructure, MySQL/RDS, Linux/Apache, background services, and deployment.

Technology

PHP · JavaScript · MySQL · AWS EC2 · AWS RDS · WebRTC · SIP/VoIP · REST APIs · WebSockets · Linux · Apache · Apache 

Looking for your ACE?

I’m always open to new opportunities, challenging projects, and conversations about how technology can solve real business problems.

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