Louis Charles International / NDH Financial
Cylas — CRM & Contact-Centre Platform
Telephony, AI voice agents and omnichannel messaging for regulated UK debt advice
Multi-tenant CRM and contact-centre platform for UK debt-advice and insolvency firms. Advisers call, message and manage cases in one workspace, with recording, transcription and AI voice agents built for an FCA- and GDPR-regulated environment.
Product site(opens in a new tab)- one isolated workspace per firm
- Multi-tenant
- channels in one inbox
- 5
- regulated environment
- FCA · GDPR
My role
Full-stack engineer across the platform: provider integrations and backend in Laravel, real-time features, and the React interface advisers use all day. I led the move of the whole telephony layer to Telnyx.
Telephony
Moved the whole telephony layer to Telnyx and built the contact-centre features advisers rely on.
Recording & compliance
Lawful-basis recording and real-time compliance checks on every type of call.
Transcription & AI voice
Live transcripts on every call, and AI agents that can make and answer calls.
WhatsApp, SMS & inbox
Every channel a client uses, in one real-time inbox.
Automation & billing
Workflows, AI-assisted messaging and usage-based billing.
Security & design system
Personal data protected by design, and a rebuilt adviser portal.
Context
UK debt-advice firms run high volumes of regulated conversations with clients and creditors. Cylas gives every firm its own isolated workspace for calls, messages and case work, with the consent, recording and data-protection controls that FCA and GDPR rules require.
Inside the product
Telephony
- Provider-agnostic adapter, per-firm provider configuration and a staged cutover runbook
- Telnyx managed sub-accounts, so each firm has its own numbers, credentials, billing and isolation
- In-browser calling over WebRTC and SIP, with sessions that survive page navigation
- IVR menus, hunt groups with round-robin and longest-idle routing, queueing, voicemail and out-of-hours handling
- Blind and warm transfers, and three-way calls with creditors on conferences
Recording & compliance
- Recording for inbound, outbound, transferred and three-way calls, with per-leg recordings and recovery when a recording fails to start
- Recording notices configurable per number and direction, with proof the caller heard them
- Recordings stored in AWS S3 behind short-lived download links
- Real-time monitoring of adviser speech, with alerts acknowledged on the call card
Transcription & AI voice
- Live transcription on Deepgram nova-3, streamed to the call card and labelled by speaker
- Post-call and voicemail transcription with a spend brake and PII redaction notices
- AI-led outbound calls and an AI receptionist for hunt groups, with hand-over to a human on request
- Agent tools for booking callbacks and UK postcode lookup, with hourly health checks and self-repair
WhatsApp, SMS & inbox
- WhatsApp Business end to end on the Meta Cloud API, with templates synced from Meta, rich media and quick replies that drive workflows
- 24-hour window, consent and STOP enforcement, per-firm caps, throughput pacing and number-health monitoring
- SMS on Telnyx with per-number pacing, bulk-send limits and Do Not Contact enforcement
- Unified inbox for WhatsApp, SMS, Gmail and Outlook email, voicemail and portal chat on Laravel Reverb
Automation & billing
- AI-drafted messages with adviser review and spend caps, and lead scoring built on an expression DSL
- Workflow builder extensions: re-entry rules, send windows, stop-on-reply and an AI assistant step
- Usage-based Stripe billing for voice, recording, text-to-speech and WhatsApp, with nightly usage sync
- UK number ordering with regulatory requirement groups and daily checks for lapsing approvals
Security & design system
- KMS field-level encryption of personal data, GDPR DPIA addenda and data-retention purges
- Malware scanning of uploads with AWS GuardDuty, hardened MFA and webhook signature verification throughout
- Adviser portal rebuilt Storybook-first: app shell, role-based navigation, a command palette and live notifications
- React, TypeScript, Inertia.js, Tailwind CSS and Radix UI, with accessibility and keyboard tests
Engineering practice
- Test-driven delivery with Pest, Vitest, Storybook interaction tests and Playwright end-to-end tests
- PHPStan static analysis, quality and duplication ratchets in CI, and design-parity checks
- Diagnosed production issues across webhooks, Redis/Horizon queues, real-time and telephony using captured provider payloads