Senior Full-Stack Developer — Pharmacy Voice AI & Patient Communication Platform

**Senior Full-Stack Developer — Pharmacy Voice AI & Patient Communication Platform** We are a UK pharmaceutical business seeking an experienced developer to build an AI telephone assistant using **Retell AI and Twilio**, supported by a system that maintains communication history and tracks follow-up. We will start with a small, fixed-price demonstration. If successful, this will progress to a live pilot and potentially a subscription product serving multiple pharmacies. **The vision** A patient calls a pharmacy and explains what they need naturally. The assistant answers routine questions, helps with bookings and transfers to staff whenever required. Over time, the platform should help the pharmacy understand previous conversations, unresolved requests and recurring problems—so patients receive continuity rather than having to start again on every call. **Telephone assistant** - Natural conversation, with short responses and sensible follow-up questions. - Understand everyday explanations, UK accents, interruptions and changes of subject. - Answer from approved pharmacy information: opening hours, location, services, prices and collection/delivery arrangements. - Book appointments through a connected calendar or send an SMS booking link. - Clearly identify itself as an AI assistant. - Transfer clinical questions and enquiries requiring prescription-system access to pharmacy staff. - **Immediately initiate transfer if the caller asks to speak to a person.** Do not ask why or require further questions. - Handle busy or unanswered transfers with a clear callback option. - Provide relevant context to staff during handover where supported. **Communication history and staff workspace** - Link conversations to the correct patient following appropriate identity verification. - Treat caller telephone numbers as identifiers to investigate—not proof of identity. - Maintain previous enquiries, summaries, actions and recorded outcomes. - Flag repeat contacts and unresolved requests. - Allow staff to assign requests, record follow-up and mark them resolved. - Distinguish patient statements, verified information and AI-generated summaries. - Retrieve only the relevant history for a conversation. **No Titan or other patient medication record integration is required.** The platform must not invent prescription status, stock availability or medical information. Clinical judgement remains with qualified pharmacy staff. **Reporting** Initially, we want visibility of: - Call volumes, reasons and peak times. - Enquiries resolved by AI versus transferred to staff. - Failed transfers and outstanding callbacks. - Repeat contacts about unresolved issues. - Bookings and recorded outcomes. - AI minutes, telephone usage and operating costs. Longer term, we want to identify recurring communication problems, unmet service demand and opportunities to improve patient relationships. **First milestone: working demonstration** Use fictional pharmacy and patient information to demonstrate: 1. A natural service enquiry and booking journey. 2. Immediate human transfer on request. 3. An unanswered-transfer fallback. 4. Two calls from the same fictional patient, with appropriate verification and relevant history retrieved on the second call. 5. Staff reviewing the history and marking a request resolved. 6. Separation between different patients’ records and different pharmacies’ information. 7. Actual usage costs for the demonstrated calls. Use existing Retell and Twilio functionality wherever practical. A basic staff interface is sufficient; a polished custom dashboard is not the priority. **Experience required** - Full-stack development, database design and API/webhook integrations. - Production experience with Retell AI and Twilio. - CRM, customer-support or communication-history systems. - Reliable telephone routing, human transfers and fallback handling. - Secure authentication, role-based access, audit logs and configurable retention/deletion. - Experience keeping multiple organisations’ data separate. Healthcare experience is desirable. You must understand the implications of handling sensitive caller information and be able to explain your proposed data flow clearly. **Ownership** We will own the Retell, Twilio, hosting, database and code-repository accounts from the outset, with appropriate access provided to you. All custom code, configurations and documentation must be handed over. Clearly identify third-party services, licence restrictions and ongoing charges. **Please include in your proposal** - Relevant projects and your personal contribution. - A callable voice-agent demonstration, if available. - Your proposed architecture, including where communication history would be stored. - How you would prevent incorrect patient matching or disclosure. - A fixed price and timeline for the first demonstration. - A separate estimate for a live pilot. - Expected ongoing usage, hosting and support costs. - Your hourly rate for subsequent changes. - Any limitations or assumptions. **Contract:** Fixed-price demonstration with agreed milestones; potential ongoing development. **Initial budget indication:** Approximately $1,000 for the demonstration. Please state clearly what you can deliver within this amount and quote separately for any additional scope. Begin your proposal with **“Pharmacy Voice”** and explain how you would handle a returning caller who immediately asks to speak to a person.