Senior Routing Engine Developer, CX Platform

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

📋 Description

• Create and build enterprise-level routing engines that facilitate the real-time distribution of voice and digital interactions.

• Develop intelligent routing algorithms that consider skills, priorities, capacity, availability, and business guidelines.

• Maintain high availability, scalability, resilience, and performance across various queues, routing pathways, and interaction workloads.

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

• Enhance systems for high concurrency, fault tolerance, resilience, and consistent performance.

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

• Construct essential 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.

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

• Evaluate designs and code, identify technical risks, question assumptions, and guide pragmatic decisions.

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

• Work alongside CX domain experts to translate operational requirements into 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.

• Proven experience in implementing distributed systems and microservices architectures.

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

• Background in developing routing logic for contact centers, communications, or customer engagement platforms.

• Understanding 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.

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

• Proficiency with PostgreSQL or similar relational databases, data modeling, integration data flows, and transactional design.

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

• Exceptional communication skills.

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

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

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

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

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

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

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

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Collaborate on meaningful projects for major global clients.

• Inclusive and supportive workplace culture.

• Regular team-building and company social events.