Caller Verification
Period: 01/2020 – 06/2023
Role: Software Developer
Client: Lowell
Team size: 2
Person days: 50
Consumers can call Lowell. At peak times, call volumes reach one call every two seconds. In collaboration with a provider of IVR systems (Interactive Voice Response), a system was created in which callers automatically verify themselves using their case reference number and personal data. After successful verification, they are transferred to a case worker, whose system automatically opens the correct file. The project focus was on the highest possible availability, as outages would have caused significant additional workload for case workers.
My contributions to the project::
- Onboarding new Lowell subsidiaries
- Adaptations and extensions of the interfaces
- Definition of the API with a focus on compatibility
- Communication of the API to third-party providers
- Testing the interface locally, in the CI build, and in production (partially semi-automated)
- Rolling out the API with zero downtime in a Kubernetes cluster
- Analysis and resolution of production errors based on log entries
- Analysis of connection issues in the Akka.NET code
- Monitoring of incoming calls