Role & responsibilities

As a Fullstack Engineer on the HookedCRM team, you will be a primary owner of the telephony and dialer platform the core of what makes HookedCRM unique. You will build, maintain, and scale the systems that power outbound dialing, inbound call routing, real-time agent dashboards, AI call analysis pipelines, and CRM workflow automation.

This role requires both strong full-stack engineering fundamentals and deep hands-on experience with Twilio programmable voice, SIP/PSTN infrastructure, and real-time communication protocols. You will work closely with US-based product leadership and collaborate with our GCC QA, support, and design teams.

Responsibilities

- Telephony Engineering: Twilio/BYOC Dialer Platform
- Design, build, and maintain the HookedCRM power dialer using Twilio Programmable Voice, Twilio Studio, and TaskRouter.
- Implement BYOC (Bring Your Own Carrier) SIP trunking configurations and manage SIP endpoint provisioning.
- Build and optimize call routing logic: queues, ring groups, overflow rules, IVR flows, and failover handling.
- Implement barge, whisper, and monitor (supervisor) functionality for real-time call coaching.
- Handle Twilio webhooks, status callbacks, and event-driven call lifecycle management.
- Diagnose and resolve telephony errors including PSTN failures, SIP response codes, and latency issues.
- Real-Time Agent Experience: Build and maintain real-time agent dashboards using WebSockets or Server-Sent Events for live call status, queue depth, and agent availability.
- Implement call controls: hold, transfer, warm transfer, conference bridging, and voicemail drop.
- Develop caller ID management, DNC list enforcement, and STIR/SHAKEN compliance integrations.
- AI Call Analysis Pipeline: Integrate Twilio Media Streams and/or third-party transcription engines (Deepgram, AssemblyAI, or equivalent) for real-time and post-call transcription.
- Build AI summarization and sentiment analysis pipelines using LLM APIs (Claude, OpenAI, or equivalent).
- Develop structured data extraction from call transcripts to auto-populate CRM fields and trigger workflow automations.
- Full-Stack Feature Development: Develop, deploy,



and maintain full-stack web application features across the HookedCRM platform using Node.js, React/Next.js, and REST/GraphQL APIs.
- Own CRM workflow automation features: lead routing, disposition triggers, follow-up scheduling, and pipeline management.
- Build reporting and analytics modules: call volume, agent performance, conversion rates, and campaign analytics.
- Database & Infrastructure: Architect and scale PostgreSQL and MongoDB data layers supporting high-volume call event storage and CRM record management.
- Manage AWS infrastructure (EC2, Lambda, SQS, RDS/Aurora, S3) for telephony event processing and media storage.
- Implement Redis caching for real-time session state and queue management.
- Ensure call recordings and sensitive customer data meet SOC 2 and HIPAA-adjacent security standards.
- AI-Native Development: Use Claude, Cursor, GitHub Copilot, and MCP-connected development environments daily to accelerate iteration speed and code quality.
- Build internal agentic tools and automations that reduce manual engineering overhead.
- Collaboration & Code Quality: Partner with QA, support engineers, product, and US leadership to ship reliable, well-tested telephony features on time.
- Conduct code reviews, write technical documentation, and maintain Git hygiene across branches and releases.
- Participate in on-call rotations for critical telephony infrastructure incidents.

Preferred candidate profile

- Twilio / Telephony: 3+ years hands-on experience building with Twilio Programmable Voice, Twilio Studio, TaskRouter, or equivalent programmable telephony platform.
- Direct experience with SIP trunking, BYOC configurations, and PSTN call routing.
- Familiarity with WebRTC, SIP response codes, and real-time media handling.
- Understanding of compliance frameworks: TCPA, STIR/SHAKEN, and DNC management.
- Back-End:



Robust proficiency in Node.js and JavaScript/TypeScript for server-side telephony event handling and API development.
- Experience building webhook handlers, event-driven architectures, and async processing queues (SQS, BullMQ, or equivalent).
- Proficiency with REST API and/or GraphQL API design and development.
- Front-End: Proficiency in React and/or Next.js for building real-time, data-intensive agent-facing dashboards.
- Experience with WebSocket or SSE-based real-time UI updates.
- Ability to translate UX designs into pixel-perfect, performant interfaces.
- Databases: PostgreSQL (or equivalent relational DB) for transactional CRM and call event data.
- MongoDB or equivalent NoSQL for flexible document storage.
- Redis for session state, caching, and real-time queue management.
- Cloud / Infrastructure: Hands-on AWS experience: EC2, Lambda, SQS, S3, RDS/Aurora, or equivalent cloud-native services.
- AI Tools: Active daily use of Claude, Cursor, GitHub Copilot, or equivalent AI coding assistants.
- Comfort working in MCP-connected IDE environments and agentic development workflows.
- Version Control: Git-based version control with disciplined branching, PR reviews, and commit practices.

Preferred Qualifications (Bonus)

- Experience integrating AI transcription APIs (AssemblyAI, Whisper) or building post-call NLP pipelines.
- Familiarity with LLM API integration (Claude API, OpenAI) for summarization, entity extraction, or conversational AI.
- Experience with contact center platforms such as Five9, Genesys, Amazon Connect, or RingCentral.
- Knowledge of Vault or similar secrets management tools.
- Experience in regulated industries (Insurance, Financial Services, Healthcare).
- Familiarity with .NET for back-end service development.
- Prior experience at a SaaS startup or high-growth technology company.

Requirements

- Bachelor's degree in Computer Science, Software Engineering, or a related field (or equivalent demonstrated experience).
- Code samples or GitHub portfolio demonstrating telephony and full-stack work (required).
- Ability to commute to or relocate to the GCC office location in India.
- Availability for occasional overlap with US Eastern Time for cross-team collaboration and incident response.

📌 Fullstack Engineer (Ahmedabad)
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