Omnichannel agent inbox

What I did

• Led the product and set its architecture
• Argued for and specified a plugin model so new channels need no core changes
• Replaced Keycloak with NestJS authentication over Dgraph and documented the token flow

Skills

DockerMongoDBRedisPrismaMessage Queue DesignMulti-TenancyRate LimitingAsynchronous ProcessingFault ToleranceCaching Strategies

Stories

2023 · Omnichannel agent inbox

Taking a component out of the stack instead of adding one

Situation

A messaging product ran Keycloak for identity, yet users, roles and organisations already lived in Dgraph, so every write landed twice.

Task

Remove the dual write and its compensating code, and get to one store of record.

Action

I checked which Keycloak features were used, found none beyond authentication, which NestJS covers, and wrote a decision record proposing its removal.

Result

The dependency and its rollback logic came out, leaving the backend with a single store of record.

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