M. Dawood Iqbal

AI & Automation Engineer

Cplus Soft • Vollzeit

Nov 2024 - Present • 1 yr 10 mos

Design and deliver end-to-end AI automation and AI voice-agent systems for sales, operations, CRM and client communication. - AI Voice Agents (Retell AI & Vapi): built inbound and outbound agents — prompt and call-flow design, custom functions/tools, live call transfer, appointment booking mid-call, and automatic post-call data capture into Google Sheets and CRM. - Outbound calling campaigns automated in Make.com: dial contact lists, log every call outcome, auto-categorize customer responses and trigger follow-up email/SMS — removing manual call logging and cutting reporting time by ~80%. - Zoho CRM automation: Make.com scenarios that convert Zoom and web bookings into leads, contacts, meetings and follow-up tasks in real time, plus multi-step record-sync and stage-update flows that eliminated manual CRM entry. - GoHighLevel automation: sub-account and pipeline setup, funnel/form-to-opportunity mapping, contact tagging, stage-based triggers, calendar bookings, and SMS/email nurture sequences connected to voice agents through webhooks. - Appointment & client communication pipeline (Make.com): Google Forms → live Google Sheet → centralized master sheet, with status/client-code matching that auto-sends qualification emails, updates each client's record sheet, and fires 24-hour reminder emails — coordination effort reduced from ~24 hours to 4. - Invoice & voucher reconciliation (Make.com): auto-matches invoice drafts against voucher data and updates records on schedule, cutting manual reconciliation by 75%. - n8n workflows for HR and recruitment: bulk CV parsing with LLM-based CV-to-JD match scoring into a shared Excel/SharePoint view, payslip generation with scheduled auto-emailing, and task/comment notifications routed to the right Teams chat via Graph API. - Zapier and custom webhook integrations to connect forms, CRMs, Slack/Teams, Sheets and OpenAI with tools that have no native connectors.

AI Automation Engineer

Highfive Electronotics • Vollzeit

Jul 2023 - Oct 2024 • 1 yr 3 mos

Built AI agents and integration workflows that automated lead handling, customer support and content operations. - Developed AI voice-enabled and chat assistants (LLM + RAG) and wired them into automated workflows for lead qualification, document Q&A and support deflection. - Built agentic chatbots with dynamic routing between internal knowledge bases and live web search, including voice-based interaction for hands-free use. - Created integration flows connecting web forms, email, Google Sheets, CRM records and payment events to backend APIs — removing manual data entry between tools. - Automated personalized email and social content generation pipelines with tiered subscription logic, used to send business communications at scale. - Exposed every AI component as REST APIs and webhooks so they could be triggered directly from Make.com, n8n and Zapier scenarios. - Multi-agent routing system that detects user intent and hands the conversation to the correct specialized agent, reducing manual triage.