Nectar CRM
Led the architecture of Nectar's first VoIP product, integrated end-to-end with the company CRM.
- Company
- Nectar CRM
- Period
- Jan 2024 — Nov 2024
Context
Nectar is one of Brazil's mid-market CRM players. They wanted a VoIP that didn't feel bolted on. I joined as Senior L2 to lead the product side of that vertical from architecture down to bandwidth optimization.
What I owned
- Designed the multitenant architecture, the billing rules engine and the real-time provisioning flow.
- Owned the implementation of call recording, transcription and usage analytics.
- Tuned the audio codec negotiation to reduce bandwidth costs by ~30% without losing call quality.
- Partnered with product and ops on operator workflows, role-based features and onboarding.
Highlights
- Shipped internal and national calling, recording and transcription as a first-class CRM feature.
- Stabilized real-time provisioning of extensions and DIDs through idempotent state transitions.
- Reduced incident frequency by rebuilding the cache layer with strict tenant scoping.
Outcome
VoIP became a sellable add-on for existing CRM customers and a new acquisition channel.