Inbound Call Center Software Build

# TelesalesOS — Telnyx Telephony/ACD Contact Center Developer Our stack is Next.js, React, TypeScript, Supabase/Postgres/Auth/Realtime, Vercel and GitHub. We need an experienced programmable-voice/contact-center developer to build the Telnyx-powered telephony portion. This is not a simple click-to-call integration. We need a production-grade browser softphone, inbound ACD, queues, routing rules, supervisor monitoring, recordings, CRM screen pops, compliance controls and searchable call logs. ## Required experience Applicants should have real experience with several of the following: * Telnyx Voice API/Call Control * Telnyx JavaScript or React WebRTC SDK * SIP and WebRTC * Browser softphones * ACD/contact-center development * Call queues and routing * Telnyx conferences * Monitor, whisper and barge * Call recording * Node.js/TypeScript * PostgreSQL/Supabase * Realtime agent presence * Event-driven webhooks * AWS S3/Object Lock * Multi-tenant SaaS security Basic Twilio/Telnyx API experience is insufficient. You must understand call legs, call sessions, SIP/WebRTC registration, webhook retries, duplicate and out-of-order events, atomic agent reservation and production call failures. ## Existing platform * Next.js/React/TypeScript * Tailwind and shadcn/ui * Supabase Postgres * Supabase Authentication * Supabase Realtime * Vercel * GitHub * Telnyx * Stripe * Planned AWS S3 recording archive The existing repository must remain the source of truth. Work will be submitted through branches and reviewed pull requests. # Required functionality ## 1. Multi-tenant telephony Every number, agent, queue, campaign, call, recording, routing rule and usage record belongs to an organization. Roles: * Super Admin * Agency Admin * Sales Manager * Retention Manager * Agent * QA/Compliance Reviewer Supabase Row Level Security and server-side authorization are required. Client-side filtering is not sufficient. No agency may access another agency’s calls, recordings or users. ## 2. Browser softphone Build an embedded Telnyx WebRTC phone with: * Secure short-lived authentication tokens * Inbound and outbound calls * Answer/reject/hang up * Mute/unmute * Hold/resume * Dial pad/DTMF * Warm and cold transfers * Conference participant * Call timer and connection status * Audio-device selection * Incoming-call notification * Reconnection/error handling * Notes, dispositions and wrap-up timer * Automatic CRM association Never expose Telnyx API keys, permanent SIP credentials or Supabase service-role keys in the browser. ## 3. Agent presence Track: * Offline * Available * Reserved * Ringing * On Call * On Hold * After-Call Work * Break * Training * Do Not Disturb Presence needs heartbeat/expiration behavior when browsers close or internet connections fail. Agent reservation must be atomic so two calls cannot select the same agent. The developer should recommend whether managed Redis is needed alongside Supabase for presence, locks and low-latency routing. ## 4. Inbound ACD and queues Initial required queues: 1. Sales 2. Retention Admins must be able to create more queues without code changes. Queue settings should include: * Assigned numbers, teams and agents * Agent skills and priorities * Product and language * State-license requirements * Ring and maximum wait times * Wrap-up time * Business hours and holidays * Overflow queue/number * Voicemail * Callback option * Recording settings * Service-level targets Routing strategies: * Longest idle * Round robin * Weighted * Priority based * Skill based * State-license based * Language based * Product based * Assigned agent/lead owner * Last agent * Campaign based * Overflow and fallback The routing decision and reason must be stored for auditing. ## 5. Campaigns and outbound calls Campaigns require: * Name and organization * Inbound/outbound type * Queue * Agents * Caller ID/number pool * Product and lead source * State restrictions * Business hours * Routing rules * Consent requirements * Script * Dispositions * Active/paused status Initial outbound modes: * Manual dialing * CRM click-to-call * Preview dialing * Agent-requested next lead * Manager-assigned lists Do not build an unattended predictive/autodialing system without separate written approval. ## 6. CRM screen pops An inbound call must automatically open the matching CRM lead/contact using the caller number, dialed number, campaign, lead owner, source and recent activity. Display: * Prospect information * Product interest * Lead source/vendor * Assigned agent * Notes and prior calls * Appointments * DNC status * TrustedForm evidence * Jornaya evidence * Dynamic script If no match exists, the agent can create a lead while remaining on the call. Outbound calls must automatically link to the correct lead, agent and campaign. ## 7. Configurable routing rules Admins must configure routing without code changes using: * Queue/campaign * Called number * Lead source/vendor * State and agent licensing * Product/language * Time zone/business hours * Agent skills/priority * Lead ownership * Previous agent * Contact-attempt count * Consent and DNC status * Sales versus retention purpose Support rule priority, conditions, actions, fallbacks, effective dates, versions, test mode and audit logs. ## 8. Live-call supervisor dashboard Authorized Super Admins, Admins and Managers need a Live Calls screen showing: * Agent and prospect * Queue and campaign * Call direction/status * Start time/duration * Hold and recording status * CRM record * Connection health Controls: * Monitor: supervisor hears the call but neither party hears the supervisor * Whisper: agent hears the supervisor but prospect does not * Barge: both parties hear the supervisor * Change modes or leave Use Telnyx conference supervisor functionality where appropriate. Every supervisor action must be authorized and logged with supervisor, agent, call, mode, timestamp and result. ## 9. Recording and seven-year retention Support automatic inbound/outbound recording, dual-c