Senior Routing Engine Developer, CX Platform

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Design and construct enterprise-level routing engines that distribute voice and digital interactions in real-time.

• Implement advanced routing algorithms based on skills, priorities, capacity, availability, and business regulations.

• Ensure optimal availability, scalability, resilience, and performance across queues, routing paths, and interaction workloads.

• Create and manage APIs for routing configuration, administration, monitoring, and integrations.

• Enhance systems for high concurrency, fault tolerance, resiliency, and predictable performance.

• Integrate routing services with telephony, digital messaging, workforce management, CRM, identity, reporting, and analytics platforms.

• Design and develop services, APIs, integration components, and reference implementations using Java and Spring Boot.

• Transform business journeys and operational requirements into solution components, interaction flows, deployment views, and technical roadmaps.

• Define non-functional requirements related to availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

• Review designs and code, identify technical risks, challenge assumptions, and drive pragmatic decisions that balance quality, time, and cost.

• Establish engineering standards, reusable patterns, quality gates, documentation expectations, and guidance for technology adoption.

• Collaborate with CX domain experts to convert operational requirements into routing capabilities.

• Work alongside product, architecture, workforce management, telephony, and CX platform teams.

⛳️ Requirements

• 8+ years of experience in software engineering.

• Significant ownership of architecture and technical delivery for distributed applications.

• Expert-level hands-on experience with Java and Spring Boot.

• Experience in implementing distributed systems and microservices architectures.

• Proficiency with REST APIs, persistence, security, testing, and performance engineering.

• Experience in developing routing logic for contact center, communications, or customer engagement platforms.

• Knowledge of ACD concepts, agent states, queue management, skill-based routing, priority routing, proficiency routing, and workload balancing.

• Experience in building high-throughput, low-latency transaction processing systems.

• Deep understanding of API-first design, event-driven architecture, messaging, distributed systems, and cloud-native engineering.

• Experience with PostgreSQL or similar relational databases.

• Familiarity with data modeling, integration data flows, and transactional design.

• Hands-on experience with contact center or CX platforms and concepts related to customer routing and engagement.

• Excellent communication skills.

• Ability to produce clear technical documentation and lead client-facing workshops.

• Experience with real-time communications platforms such as FreeSWITCH or Kamailio is a plus.

• Knowledge of optimization algorithms, decision engines, or scheduling systems is advantageous.

• Experience with contact center platforms like Genesys, NICE, Five9, Amazon Connect, Cisco, or Avaya is a plus.

• Exposure to WFM processes and integrations involving forecasting, schedules, and adherence is beneficial.

• Familiarity with Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture is advantageous.

• Practical experience with AI-assisted software development or AI-enabled solutions, such as Claude or GitHub Copilot, is a plus.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Collaborate on impactful projects for leading global clients.

• Inclusive and supportive work environment that encourages open communication.

• Regular team-building social events.

• Commitment to sustainable business practices focusing on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.