Alfa-Bank — high-load call-center integration
30+ APIs integrating call-center to core banking (voice + chat). Serving 40M+ customers and 7,000+ agents across 5+ regions.
Context
Alfa-Bank’s call-center handled the bank’s interaction volume with 40M+ retail customers and operated through 7,000+ agents across 5+ regions. Integration with core banking had to be designed for high load and tightly coupled to the operational floor.
Approach
- Designed and specified 30+ APIs integrating call-center systems to core banking — covering both voice and chat channels.
- Owned the full SDLC for the requirements side: discovery, FR/NFR, integration contracts, UAT.
- Mandated stress/capacity testing as a release gate, not an optional check — load profiles derived from real agent and customer traffic.
Outcome
- A call-center integration landscape that scaled to bank-wide volume without becoming the bottleneck.
- Repeatable API design patterns reused across the 30+ interfaces.
- Stress-test discipline embedded in the release process.
Full write-up pending — tracking content polish in BAS-7.