BILAL ASED MUGHAL

• Architected and developed an integrated CRM system tailored for contact centers, encompassing voice (3CX), campaign flows, social media messaging, and ticketing workflows.
• Designed and implemented scalable system architecture, including microservices, API gateways, and asynchronous job queues using Laravel, FastAPI, and Redis.
• Developed custom middleware layers to bridge communications between the CRM core and third-party platforms such as 3CX, QueueMetrics, Meta Business Suite, and Nylas.
• Led the design of API workflows, handling complex state transitions, authentication flows, and multi-system data syncing.
• Designed and implemented database schemas, ensuring optimized query performance and data consistency across distributed services.
• Introduced system monitoring and logging strategies using Sentry, Graylog, and custom log parsers, improving root-cause analysis.
• Delivered automated QA frameworks using Selenium (Python) and performed test-driven development (TDD) to ensure stability of mission-critical features.
• Built tools to simulate external system behavior, enabling early-stage integration testing and reducing blocked QA cycles.
• Championed DevOps practices, including CI/CD pipelines, test coverage monitoring, and containerized deployments using Docker.
• Mentored junior developers and QA engineers on architecture design principles, testing strategy, and system debugging.

As a Telephony Engineer at Calltronix, I was responsible for configuring, managing, and optimizing voice communication systems to support internal operations and client-facing services. My work laid the technical foundation for many of the integrations and features I would later test and validate as a QA Engineer.

• Deployed and maintained VoIP infrastructure using platforms like 3CX and Asterisk .
• Integrated and supported QueueMetrics (Loway) for advanced call center monitoring and reporting.
• Set up SIP trunks, call routing plans, IVRs, ring groups, and failover mechanisms to ensure high-availability voice systems.
• Conducted real-time monitoring and troubleshooting of VoIP issues including call quality, jitter, and packet loss.
• Handled system-level configurations on Linux servers (CentOS/Ubuntu) and ensured optimal performance through log analysis and system tuning.
• Worked closely with the CRM development team to support telephony-related API endpoints and trigger-based workflows.
• Provided technical documentation and support for deployment teams, and assisted in client onboarding and remote provisioning of devices.

As a Software Engineer at Calltronix, I contributed to the development and enhancement of CRM platforms tailored to client needs. My focus was on building feature-rich modules using Laravel (PHP) and JavaScript , ensuring functional, scalable, and user-friendly applications.

Key Responsibilities:

• Developed and extended custom CRM modules using Laravel , implementing business logic, REST APIs, authentication, and data models.
• Added features to existing CRMs used by clients, including support ticketing, campaign automation, lead management, and telephony integrations.
• Built a demo CRM from scratch, designed to consolidate features from multiple deployed CRMs into one versatile showcase platform.
• Worked with JavaScript , jQuery , and AJAX to build dynamic, interactive front-end components.
• Integrated third-party APIs and systems such as 3CX and internal voice modules into CRM workflows.
• Participated in sprint planning, peer reviews, and deployment cycles, contributing to agile development practices.
• Collaborated closely with QA and telephony teams to ensure features were fully testable, performant, and compliant with real-world client use cases.

As an ICT Support Intern at Calltronix, I supported the setup, maintenance, and troubleshooting of IT infrastructure for a busy call center environment. I worked closely with the technical support and systems teams to ensure the smooth operation of telephony systems, networks, and workstations, providing valuable insights into call center technologies and processes.

Key Responsibilities:

• Assisted in setting up and configuring VoIP systems and workstations for agents, ensuring seamless call handling and system stability.
• Supported 3CX telephony configurations, troubleshooting call routing, SIP trunks, and system settings.
• Provided first-line support for hardware and software issues, including diagnosing network, system, and application-level problems.
• Helped maintain the call center network infrastructure, including routers, switches, and firewalls, ensuring network connectivity and uptime.
• Assisted in the installation and configuration of customer-facing applications and CRM systems used by call center agents.
• Supported end-user training and provided documentation on system usage and troubleshooting.

As an ICT Support Intern at Calltronix, I was involved in setting up and configuring 3CX telephony systems for a major banking client in Kenya. This role allowed me to collaborate closely with a telephony engineer and a system trainer , gaining hands-on experience in telephony infrastructure and end-user training within a corporate environment.

Key Responsibilities:

• Assisted in the setup and configuration of 3CX telephony systems for the banking client, including call routing, SIP trunk configuration, and user extensions.
• Worked with the telephony engineer to troubleshoot telephony issues, ensuring call quality and system reliability.
• Collaborated with the system trainer to provide training for bank staff on using the 3CX system effectively and resolving common user issues.
• Provided on-site support during system deployment, assisting with the installation of IP phones and configuring the system for optimal performance.
• Supported testing of the system's call flows, IVR setup, and integration with CRM tools to ensure a smooth user experience.
• Helped maintain and document system configurations, network settings, and any changes to the telephony setup.