WORK PROJECTS

 

Lead Management Syste

Developed an automated lead ingestion platform using React.js, Node.js, and MongoDB to fetch leads from India-Mart. Reduced manual data entry by 40% and accelerated lead to quotation conversion, enabling faster sales cycles and better resource allocation.

Routing Manager for Call Centers

Built a smart call routing engine using Next.js with Estimated Wait Time (EWT) and percentage based distribution logic. Improved caller experience by reducing average wait times by 25% and balancing agent workloads across global teams.

Custom Recording Solution for Users

Designed a secure recording management tool in Next.js that allowed administrators to store, access, and download call recordings locally. Enhanced compliance and streamlined audit trails for quality assurance.

IVR Abandonment Feature

Created a real time tracking system to monitor abandoned calls and trigger automated followups. Strengthened customer reengagement strategies and minimized revenue loss from missed interactions.

E-Office System

Architected a full stack digital office solution using Node.js, Next.js, and MongoDB. Integrated email management, department based task routing, PDF generation with digital signatures, and real time WebSocket notifications — transforming manual workflows into a cohesive digital ecosystem.

WordPress Development
Designed and customized responsive company websites using WordPress, improving digital brand presence and user engagement across multiple business units.

Trunk & Campaign Management System
Built a centralized system to manage trunks, DID ranges, and campaign configurations with automated updates and real time synchronization. Reduced configuration errors and improved campaign rollout efficiency.

Genesys Architect IVR Flow
Designed and deployed IVR call flows in Genesys Architect for intelligent call routing and queue based distribution, improving first call resolution rates.

Genesys API Integration
Leveraged Genesys Cloud APIs to automate call flow management, extract real time reporting data, and streamline operational monitoring.

Genesys Cloud Admin
Configured queues, routing rules, and agent roles within apps.aps1.pure.cloud, optimizing contact center performance and agent productivity.

Agent Desktop
 Developed a real time Agent & Admin platform using Pure Connect, ICWS, and Interaction Scripter. Enabled seamless call handling, interaction management, and performance tracking for enterprise contact center operations.