Md Nazim Uddin

As the solution architect and lead developer for the AI Voice Booking Bot project on Cisco Webex CC, I designed and deployed an autonomous AI voice booking agent across seven enterprise sites, replacing manual scheduling processes.

I built the system on Cisco Webex CC AI Agent Studio with a dynamic JSON-driven multi-site configuration model, enabling per-site calendar routing via Webex Connect. Additionally, I integrated the bot with both Microsoft Bookings and Google Calendar to support mixed enterprise environments.

Throughout the engagement, I resolved key architectural challenges around AI agent session management and looping behavior within the Flow designer. This involved shifting to an autonomous AI agent model for production stability.

In the project involving the development of a custom outbound dialer for Amazon Connect, I addressed gaps in the platform's native outbound capability by creating a fully custom solution.

I built calling list upload functionality, simultaneous and concurrent dial control, and a suite of REST API endpoints covering campaign creation, management, and full lifecycle operations, including status monitoring, start, stop, and pause.

For the back-end logic, I utilized Python and AWS Lambda with DynamoDB for campaign state management. This setup allowed the client to have complete programmatic control over outbound campaigns via API.

I architected and delivered a comprehensive AI outbound calling system for a home services company, automating outbound customer engagement from start to finish.

I built four N8N automation workflows that orchestrated call triggering, lead list management, data handling, and result logging back to Google Sheets. The integration included Vapi for AI voice, Twilio for telephony infrastructure, and Google Sheets as the operational data layer for lead tracking and call outcomes.

Furthermore, I configured AI voice agent prompts and conversation flows tailored for outbound customer follow-up in the home services industry. I also created full project documentation, including a system architecture diagram and a client handover pack, enabling the client to manage and extend the system independently post-delivery.

I co-founded and led the architecture of ZISA Labs, an AI-powered contact center platform tailored for small and medium enterprises in Australia and the US. The platform aimed to provide enterprise-grade CCaaS and AI voice capabilities at accessible scale and price points for SMEs.

I designed the platform to encompass CCaaS integration, AI voice agent configuration, and N8N-based automation workflows. My responsibilities included defining the technical strategy, platform design, and overseeing early-stage delivery. This involved combining extensive enterprise contact center expertise with modern AI voice and automation tooling to bridge the gap for SMEs.

As the implementation lead, I spearheaded a comprehensive Avaya Aura contact center deployment for various enterprise clients in the banking and eCommerce sectors. This involved overseeing end-to-end delivery, including system design, installation, and configuration of Communication Manager, Application Enablement Services, and Avaya Outbound Dialer.

I managed the integration with Apache Tomcat-based middleware components and facilitated coordination across vendor, infrastructure, and business stakeholder teams throughout the project lifecycle. My responsibilities included ensuring technical delivery quality, resolving issues, and providing go-live sign-off across all deployment phases.

I successfully delivered over 60 cloud contact center projects across various industries, ranging from small businesses to large enterprises, through an online freelance agency. These projects involved implementations using Amazon Connect and Twilio for clients in the telecommunications, insurance, retail, and professional services sectors.

In Amazon Connect projects, I handled IVR and contact flow design, agent and queue configuration, Lambda integrations, CRM connectivity, outbound dialing, and AWS service integrations utilizing Lex, DynamoDB, S3, Kinesis, CloudWatch, and Transcribe. For Twilio projects, I managed Twilio Flex contact center builds, Twilio Studio flow design, media streaming, real-time transcription, and Twilio Voice API integrations.

Consistently maintaining a top-rated status, I engaged in repeat client projects, delivering production-ready solutions independently from requirements through to go-live.

In this system, when a customer responds to a web form, the data is immediately ingested into a CRM. Twilio then sends an SMS and initiates an outbound call to the customer's number. If the customer agrees, Twilio sends another SMS with a meeting booking URL and also dispatches an email to the customer's email address.