Motivation
The project reduced manual effort in high-volume calling operations and improved response rates through smarter callback workflows.
Case Study
DOST Education: Call Scheduling and Automation Platform
Over three years, I grew from intern to lead developer, delivering a mission-critical platform that automates student-parent communication through IVR and callbacks.
Technical Architecture
- Hybrid cloud architecture on Google Cloud Platform for high-volume concurrent IVR calls.
- Admin dashboard with Python backend for scheduling, retries, and missed-call workflows.
- Secure webhook integrations with Exotel and KooKoo for real-time event processing.
- Microservices for scheduling, missed-call handling, and webhook processing.
- PostgreSQL for transactional data with ETL pipelines into BigQuery.
- Looker Studio dashboards powered by curated scheduled queries.
- CI/CD pipelines via GitHub Actions to Cloud Run and Cloud Functions.
- Operational alerting with Cloud Scheduler notifications to Slack and email.
My Contributions
- Led system architecture and designed the complete CI/CD pipeline.
- Built the scheduling engine, secure webhook handlers, and query optimizations.
- Introduced monitoring, alerting, and auto-retry mechanisms for traffic spikes.
- Mentored junior engineers and owned production release cycles.
Scale and Impact
- 90,000+ active users and 600,000 total platform users.
- Reduced manual operations workload by around 70%.
- Improved callback success rates with automated workflows.