Fuel iX

01 CONTEXT

Project overview

Agent Quality Management (AQM) is a Fuel iX product that uses LLMs to evaluate agent performance in contact-center conversations. Moving it from prototype to production meant replacing mock pipelines with live conversation ingestion, mapping agent identities across systems, and defining clear API boundaries.

02 CONTRIBUTION

My contribution

I joined during the early alpha as Backend Tech Lead, responsible for backend architecture and for integration across the AQM, vCon, and Fuel iX core teams through the November 2025 alpha and the December 2025 production launch.

• Live transcript ingestion & API gateway architecture

  Owned the integration between AQM and the vCon transcript pipeline, moving the product from mock data to real customer conversations. Designed and built the identity mapping API between the systems, replaced mocked agent identifiers with live lookups, and rebuilt the alpha ingestion flow as a decoupled API gateway.

• Cross-team alignment

  Led technical alignment across three engineering teams (AQM, vCon, and Fuel iX core), working with product management and engineering leadership on role-based access requirements, service contracts, and feature-flag rollout.

• Production hardening

  Added database connection pooling, container startup and health probes, and least-privilege service accounts, and moved authentication from static API keys to Firebase ID tokens.

• Releases & engineering standards

  Ran releases through Fuel iX engineering governance, cleared CI secret and deployment blockers, reviewed pull requests, fixed type errors in shared code, and set clear boundaries between frontend and backend responsibilities.

03 IMPLEMENTATION

Architecture & stack

NestJS services in containers on Google Cloud Run, integrating vCon transcript streams with LLM-based evaluation. PostgreSQL with connection pooling, Firebase ID token authentication, startup probes, and structured logging.

• NestJS
• TypeScript
• Google Cloud Run
• LLMs
• vCon
• PostgreSQL
• Firebase
• Docker
• GCP

04 DELIVERY

What I delivered

• Shipped the AQM alpha in late November 2025 and launched the first production release on December 10, 2025.

• API gateway and live agent identity mapping service connecting AQM with the vCon transcript pipeline.

• Firebase ID token authentication, least-privilege service accounts, and database connection pooling.

• Feature-flag gating and service contracts agreed across AQM, vCon, and Fuel iX core.