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 that manage voice and digital interactions in real time.

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

• Ensure high levels of availability, scalability, resilience, and performance across queues, routing paths, and interaction loads.

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

• 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.

• Develop 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.

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

• Review designs and code, identify technical risks, challenge assumptions, and promote pragmatic decisions on quality, time, and cost.

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

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

⛳️ Requirements

• Over 8 years of software engineering experience, including significant ownership of architecture and technical delivery for distributed applications.

• Expert-level hands-on experience with Java, Spring Boot, distributed systems, microservices architectures, REST APIs, persistence, security, testing, and performance engineering.

• Proven experience 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.

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

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

• Hands-on experience with contact center or CX platforms and the operational concepts behind customer routing and engagement.

• Exceptional communication skills, including the ability to produce clear technical documentation and facilitate client-facing workshops.

• Experience with FreeSWITCH or Kamailio is a plus.

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

• Experience with Genesys, NICE, Five9, Amazon Connect, Cisco, Avaya, or other comparable contact center platforms 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 an advantage.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Remote work flexibility / Work From Anywhere culture.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on impactful projects for top global clients.

• Inclusive and supportive work environment.

• Open communication.

• Regular team-building company social events.

• Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.