Develop a centralized application to manage call center operations: agent scheduling, performance and availability, inbound/outbound calls, client/ticket tracking, real-time reporting, call analysis, and supervisor dashboards. Includes internal chat and multi-format report export.

Responsibilities:

• Implement agent management and scheduling
• Build ticketing, client tracking, and call handling flows
• Develop real-time KPIs (AHT, FCR, CSAT) and dashboards
• Secure access with SSO/Keycloak and role-based permissions
• Implement chat messaging between agents and supervisors

Tech stack:

• Java, Spring Boot, Spring Security, Keycloak; TypeScript, Angular
• MySQL/PostgreSQL; Swagger; Docker; Git

Deliverables:

• Production-ready platform with analytics and exports
• Documentation and deployment scripts