Senior Routing Engine Developer – CX Platform

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

📋 Description

• Create and develop enterprise-level routing engines for the real-time distribution of voice and digital interactions.

• Implement intelligent routing algorithms that consider skills, priorities, capacity, availability, and business rules.

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

• Design and maintain APIs for routing configuration, administration, monitoring, and integration purposes.

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

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

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

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

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

• Review designs and code, identify technical risks, challenge assumptions, and foster pragmatic decision-making.

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

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

⛳️ Requirements

• Over 8 years of experience in software engineering.

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

• Expert-level practical experience with Java and Spring Boot.

• Background in implementing distributed systems and microservices architectures.

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

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

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

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

• In-depth knowledge of API-first design, event-driven architecture, messaging, distributed systems, and cloud-native engineering.

• Experience with PostgreSQL or similar relational databases.

• Knowledge of 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.

• Exceptional communication skills.

• Ability to create 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 desirable.

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

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

• Knowledge of Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture is beneficial.

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

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Relocation assistance program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility possibilities.

• Internship opportunities available.

• Opportunity to collaborate on impactful projects for top global clients.

• An inclusive and supportive work environment.

• Regular team-building social events organized by the company.