Senior Routing Engine Developer – CX Platform

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

📋 Description

• Design and create enterprise-level routing engines that facilitate real-time distribution of voice and digital interactions.

• Implement smart routing algorithms that consider skills, priorities, capacity, availability, and business regulations.

• Guarantee high availability, scalability, resilience, and performance across various queues, routing paths, and interaction workloads.

• Design and sustain APIs for routing configuration, administration, monitoring, and integration tasks.

• Optimize systems to achieve high concurrency, fault tolerance, resilience, and predictable performance.

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

• Develop essential Java and Spring Boot services, APIs, integration components, and reference implementations.

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

• Define non-functional requirements for aspects like availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

• Review designs and code, identify technical risks, question assumptions, and promote practical decision-making.

• Establish engineering standards, reusable patterns, quality benchmarks, documentation expectations, and guidance on technology adoption.

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

⛳️ Requirements

• Over 8 years of experience in software engineering.

• Significant responsibility for architecture and technical delivery in distributed applications.

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

• Experience in implementing distributed systems and microservices architectures.

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

• Experience in developing routing logic for contact centers, 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.

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

• Experience with PostgreSQL or similar relational databases.

• Background in data modeling, integration data flows, and transactional design.

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

• Strong communication skills.

• Ability to produce clear technical documentation and lead workshops with clients.

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

• Familiarity with optimization algorithms, decision engines, or scheduling systems is a bonus.

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

• Exposure to WFM processes and integrations related to forecasting, scheduling, and adherence is a plus.

• Familiarity with Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architectures is a plus.

• 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.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and investment in talent programs.

• Opportunities for internal mobility.

• Internship opportunities.

• An inclusive and supportive work environment.

• Regular company social events for team building.