Cloud Contact Center Solution

🧩 Project Overview Link to heading

A cloud-based service for organizations that provides the following contact center features:

Also, this service provides possibilities such as:

different types of statistics and reports for features described above
call recordings
configurable routing of communication requests between different contact center agents
delegated routing – re-use our routing engine to route requests from external CRM systems
tools to supervise agent work
flexible group-based isolation of data accessible by different users (in terms of single customer)

I am working here as a backend developer / acting tech lead.

Backend development of core services and APIs using Java, Kotlin and Go.
Acting as tech lead: code reviews, architecture discussions, participation and execution of activities such as planning and PBR.
Designing and implementing highly reusable, fault-tolerant and extendable solutions for various platform components.
Driving integration with 3rd-party systems — even when the documentation was outdated or missing.
Actively collaborating with other devs as well as QA and PO teams to clarify and properly implement complex and ambiguous features.
Investigating and fixing deeply rooted bugs, including legacy or cross-project issues.
Running SQL/JVM profiling and performance optimizations in collaboration with the performance squad.
Regularly refactoring legacy code and improving the test infrastructure across services.
Actively participating in the development of the team culture.

Completely redesigned the delegated auth flow with Salesforce, despite lack of official docs — making it consistent and fault-tolerant.
Removed outdated QueryDSL from a giant legacy service, replacing it with native Criteria API — a massive refactoring effort.
Built a custom event queue for Salesforce integration to handle parallel and sequential load using key-based separation.
Introduced generic and scalable solutions:
- Sync of account settings and legacy integrations.
- Extendable logic for entity mapping APIs.
- Clean structure for complex isolation logic using various design patterns.
Fixed numerous critical bugs, including tricky edge cases like isolation misbehaviors or stale resources.
Accelerated CI pipelines, added missing test coverage tools, and finalized long-standing frozen tasks.
Launched the initial version of API client code generation together with another teammate.
Actively contributed to architecture discussions and continuous improvement of squad processes.

Delivered multiple cross-team business features that directly contributed to acquiring new enterprise clients.
Served as a connector between squads, helping others with technical investigations and feature clarifications.
Onboarded a new teammate and guided their growth.
Maintained proactive and transparent communication, driving discussions around priorities, design, and improvements.