I help SaaS teams and contact centers reduce handling time, automate workflows, and seamlessly integrate Flex with your existing tools — so your agents can focus on customers, not tabs.
These common pain points cost contact centers thousands in lost productivity every month.
Your team wastes time switching between CRM, phone, chat, and ticketing systems. I unify everything inside Flex with custom panels and screen-pops.
Calls go to the wrong agents or get dropped entirely. I build smart TaskRouter strategies with priority queues, overflow, and voicemail fallback.
Fragile drag-and-drop Studio flows become unmaintainable. I migrate them to clean, versioned serverless Functions that your team can actually update.
You're flying blind without SLA tracking or real-time dashboards. I build custom Flex Insights views, wallboards, and KPI reports.
From initial setup to enterprise-grade multi-tenant architectures — I cover the full Flex stack.
Initial setup, configuration, environments, and best-practice account structure — ready for production from day one.
Skills-based, priority & queue-based routing. Custom attempt logic, voicemail fallback, overflow routing, and working hours logic.
Custom panels, inbox views, call controls, dashboards. Per-tenant or per-team views for multi-tenant and multi-brand setups.
Salesforce, HubSpot, custom CRMs, ticketing systems. Screen-pops, contact sync, and automatic record creation on every interaction.
Omnichannel setup using Voice, SMS, WhatsApp, and web chat via Twilio Conversations. Unified customer timeline across channels.
IVR flows, self-service menus, and bots. Integration with AI voice assistants (e.g. Retell AI) and chatbots for 24/7 support.
Migration from Studio flows to maintainable serverless Functions. Migration from legacy contact center platforms into Flex.
Campaign registration guidance. Subaccount strategy (ISV model) to isolate tenants and protect your main Twilio account.
Subaccount design, configuration isolation, centralized management. Role-based access and tenant-aware routing for your SaaS platform.
Custom Flex views, wallboards, and KPI dashboards. Call recording workflows, QA tools, and performance reports.
A proven, transparent process — from first call to production launch and beyond.
We review your current setup, goals, and tech stack. I identify quick wins and potential blockers before any commitment.
I deliver an architecture diagram, routing design, integration plan, and a clear timeline with milestones you can track.
Iterative delivery with staging environments, UAT, and regular demos — you see progress every week, not after months.
Monitoring, optimization, and new feature rollouts. I stay on retainer or hand off cleanly to your team — your choice.
From inbound support to multi-tenant SaaS — here's how teams use Flex with my help.
A full-featured support center on Flex with IVR, smart routing, CRM screen-pops, and real-time dashboards.
Power dialer with callbacks, lead prioritization, CRM sync, and automated follow-up workflows for outbound sales.
HIPAA-aware contact center with appointment routing, secure messaging, and strict compliance guardrails.
Multi-tenant Flex platform with subaccount isolation, per-tenant branding, and centralized config management.
Transparent pricing. No hidden fees. Every engagement starts with a free Flex audit.
Perfect for teams getting started with Flex and need a solid foundation.
For teams scaling their contact center with advanced routing and integrations.
Multi-tenant architecture, AI agents, complex integrations, and compliance work.
Twilio Flex Architect & Consultant
I've spent 7+ years working exclusively with Twilio — building, customizing, and scaling Flex contact centers and Flex-based SaaS products for companies around the world.
My small, focused team and I don't dabble in dozens of platforms. Twilio and contact center automation is all we do. That depth means fewer surprises, faster delivery, and architectures that actually scale.
Whether you're migrating from a legacy CCaaS, building a multi-tenant platform from scratch, or just need someone to untangle your TaskRouter config — I've seen it and shipped it.
A basic Flex deployment (1–2 queues, simple IVR) can be live in 2–3 weeks. More complex implementations with CRM integrations, custom plugins, and advanced routing typically take 4–8 weeks. Multi-tenant or enterprise projects may run 2–4 months depending on scope.
Absolutely. I frequently collaborate with in-house engineering teams. I can lead the Twilio/Flex work while your devs handle other parts of the stack, or I can mentor your team to take over after launch. I always provide thorough documentation.
Yes, I handle the full Twilio account architecture — from main account setup and subaccount strategy to phone number provisioning, environment configuration, and API key management. I follow Twilio's best practices for ISV and multi-tenant setups.
Yes. I guide clients through the full A2P 10DLC registration process — brand registration, campaign setup, and compliance review. For SaaS platforms, I implement the ISV model with proper subaccount isolation to protect your main account's sender reputation.
Yes, I offer monthly retainers for ongoing support, maintenance, and feature development. This is ideal for teams that need continuous optimization, new feature rollouts, or want a dedicated Twilio expert on call. Retainers start at 20 hours/month.
That's common, and often where I add the most value. I start with a thorough audit of your existing setup — reviewing Studio flows, TaskRouter config, plugins, and integrations. Then I recommend targeted improvements rather than rebuilding everything from scratch.
I implement full omnichannel setups on Flex: Voice (inbound & outbound), SMS, WhatsApp Business, web chat, email, and custom channels via Twilio Conversations API. All channels share a unified customer timeline inside the Flex agent desktop.
Book a free Flex audit using the form below. I'll review your current setup, discuss your goals, and provide an honest assessment of what it'll take. There's no commitment — just a focused conversation about your contact center.
Fill out the form and I'll reply within 24 hours with an honest assessment and next steps. No sales pitch, just a focused conversation about your contact center.
Prefer to book directly?
📅 Open Calendly
Trusted by teams building modern contact centers on Twilio