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Situation: API had oauth2 security layer using PingFederate framework. Client had to comply with company-wide migration to Azure AD.
Action: Obtained Client ID and Secret from Heath Brown, who procured credentials from Azure team. Added Azure check to Apigee layer of API, with Mark Hammelman from Apigee team. Imported jsonwebtoken library into authorizer Lambda function to decode and validate tokens in API Gateway layer of API. Followed Microsoft docs to include Azure auth tokens with all API requests from Twilio. Included failover that validates PingFederate token if Azure validation fails.
Results: Completed the migration of our API more than one month ahead of the Oct 2024 deadline. Provided Brad Fuster and Taylor Lomax from Salesforce team with roadmap for migration, while allowing Salesforce to stay on PingFederate temporarily.
Situation: Twilio released major upgrade to Flex platform. Client needed to migrate to stay current with future releases.
Action: Updated react, react-dom, and react-test-renderer to v17.0.2, updated @emotion/core and @emotion/styled to v11. Added packages @twilio-paste/core, react-redux, and redux. Removed audio-react-recorder and @twilio/flex-ui-core dependencies. Update webchat from Programmable Chat to Conversations API. Fixed blank pages and eratic color schemes with MaterialUI Paper component and MuiThemeProvider. Updated TeamFilterPanel and WorkerDataTable.
Results: Client was one of the first Twilio Flex users to upgrade to Flex2. Perficient consultants used my documentation to speed up migration for their clients, including Casey Young with Health First and Chris McCardle with Maine Health.
Situation: Client's customer service reps wanted to monitor their daily progress, SLA%.
Action: Built new Flex view that fetches data from the TaskRouter and displays the data in a table.
Results: Reps can view their time spent in different activity status and the number of calls they've taken for the day. May expand this to historical metrics.
Situation: Call recordings were encrypted in Twilio and decrypted before storage in S3. Client required them to stay encrypted until playback.
Action: Updated location of functions that convert audio to buffer and decrypt. Added recordings-temp S3 bucket to hold decrypted recordings for one day. Added metadata to encrypted recordings.
Results: New recordings remain encrypted until playback. Older, already decrypted recordings are left unchanged, still playable from the GUI.
Situation: Client has multiple automated security scans that generate vulnerability reports. These vulnerabilities must be resolved.
Action: Identify nested dependencies discovered by Dependabot scans. Locate top-level dependencies in package-lock files that leverage vulnerable packages. If newer version of top-level package is available, then update. If not, contact owner of package requesting an update. Update Node version for Lambda functions. Limit CIDR ranges allowed by API. Rotate Secrets.
Results: Resolved over 200 Dependabot alerts and around 40 Prisma alerts. Helped Twilio keep their npm packages up-to-date, received praise from Twilio engineering team.
Situation: Client was migrating their office in Beijing from Cisco to Twilio / Twilio Flex
Action: Built Twilio Studio Flow for calls to Beijing agents. Added Flex view to monitor and update office closures. Worked with Stuart Thomas on SBC routing through Singapore.
Results: Migration completed two months before June 2023 deadline, allowing client to terminate Cisco contract early.
Situation: After going live with Twilio in their North American offices, client required maintenance and enhancements.
Action: Built missed calls view, blocked number view. Completed voicemail notification flags and recording retention policy.
Results: Client still uses their Twilio / Twilio Flex contact center in North America, and has expanded it to East Asia.
Situation: Client wanted alternative to Cisco contect center
Action: Completed SIP routing to Twilio Queues and direct agent numbers. Completed search feature for call recordings, including dynamic time zone display. Trained contact center agents in new Flex environment. Traveled to company headquarters to oversee production launch.
Results: Completed Twilio deployment by the originally agreed-upon deadline. Client continues to use Perficient's Twilio Flex solution for their contact center, retaining me as a dedicated developer through 2024.
Situation: Multinational client needed English speaking American customer service reps to help customers around the world.
Action: Built Lambda function that leverages Amazon Translate. Built Twilio Flex plugin to interrupt send-message event and call Translator Lambda. Built visual components off of UX specs.
Results: English speaking agents could text seemlessly in over twenty separate languages. Client used feature through the duration of their time using Twilio. First project where I acted as technical lead.