OCQ (Outbound Calling Queue) — Engineering Case Study

Cloud Backend Project · by Yatharth Lakhera

Automated & prioritized calling system that revolutionized customer engagement by real-time lead prioritization and automated call triggering.

The challenge

The outbound team was working a static, manually-prioritized lead list. Pickup rates were flat, agents wasted time on stale leads, and there was no real-time signal feeding the dialer — every percentage point of conversion was leaving money on the table.

The build

Designed and single-handedly built an event-driven calling queue on Java/Spring Boot, MySQL, Redis, and AWS. Real-time prioritization weighs 30+ business parameters per lead and reorders the queue continuously. Shadow-deployed against the legacy system for a zero-downtime cutover.

Impact

+25% pickup rate by routing the right lead at the right moment
+30% agent productivity, handling 30k+ calls/day
+1% conversion lift — material revenue impact at scale
Architecture absorbs 200k+ events/day with headroom

Technologies: Event-Driven, Java, SpringBoot, MySQL, Redis, AWS

Yatharth Lakhera — full portfolio