Call Centre Solutions - All-in-One Business Management System

Overview

Before Call Centre Solutions, most of the businesses we spoke to were duct-taping their operations together, spreadsheets for HR, a third-party app for invoicing, & a dozen browser tabs just to keep the lights on. The vision for Call Centre Solutions was to end that chaos. One platform. One login. Total control.

I didn’t approach this as just another software build. I treated it like designing the operational brain of a business. From the first whiteboard sketch to the final sprint review, my focus was on creating a system that felt powerful but never overwhelming. We were solving for clarity, cohesion, & confidence.

Technologies

To support modularity, scalability, & performance, we built Call Centre Solutions on a flexible, service-oriented architecture:

Frontend: Angular for a dynamic, component-based UI

Backend: Node.js with microservices architecture

Database: MongoDB for flexibility, PostgreSQL for transactional data

Authentication: JWT, role-based access control, SSO integration

Cloud Infrastructure: AWS (Lambda, S3, API Gateway), Docker, Kubernetes

Integrations: QuickBooks API, Slack, Google Workspace

Monitoring & Analytics: Datadog, LogRocket, Amplitude

Team

I led a cross-functional team of nine:

2 Frontend Developers
2 Backend Developers
1 DevOps Engineer
1 QA Tester
1 UI/UX Designer
1 Business Analyst
Product Owner (Myself)

I facilitated all Scrum ceremonies & worked closely with legal advisors & security consultants to ensure the platform met both user expectations & regulatory standards.

Challenges

Building a robust & intuitive platform: One major challenge was designing a system that was powerful yet intuitive. Each module had its own complexity, but the user experience needed to feel unified. I worked with the design team to create a consistent UI language & navigation model across all modules.

Data sync: Another challenge was data synchronisation. With multiple modules interacting in real time, like inventory affecting invoicing, or HR affecting payroll, we had to ensure data integrity without sacrificing performance. We implemented event-driven architecture & rigorous testing protocols to keep everything in sync.

Platform customisation: A third challenge was customisation. Different businesses had different needs, so we built a flexible settings engine that allowed users to toggle features, set permissions, & define workflows without writing a line of code.

Uniqueness

What made Call Center Solutions stand out? Call Centre Solutions stood out for its depth & adaptability:

Real-time order book with advanced charting tools
Multi-currency wallet with instant swap functionality
Tiered trading fees based on volume & loyalty
A “Learn & Earn” module to onboard new users into crypto safely

Conclusion

Call Centre Solutions wasn’t built for the masses, it was built for one business with a very real problem: a mid-sized logistics company drowning in disconnected tools, manual processes, & operational blind spots. They needed a command center.

Over seven sprints, we transformed their fragmented workflows into a single, intelligent system. HR, invoicing, inventory, & CRM, all under one roof, all speaking the same language. By the end of our rollout, their operations team had cut admin time by nearly half, & their leadership finally had real-time visibility into the metrics that mattered.

Call Centre Solutions became the backbone of their business, & for me.

Project name :Call Centre Solutions

Role : Product Owner

Industry : Call Centre

Methodology : scrum