Senior Routing Engine Developer – CX Platform

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

📋 Description

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

• 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 workloads.

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

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

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

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

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

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

• Review designs and code, pinpoint technical risks, challenge assumptions, and drive practical technical decisions.

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

• Collaborate with CX domain experts to convert 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 proficiency with Java and Spring Boot.

• Experience in implementing distributed systems and microservices architectures.

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

• Proven 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.

• 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, 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 abilities.

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

• Preferred experience with FreeSWITCH or Kamailio, optimization algorithms, decision engines, scheduling systems, Genesys, NICE, Five9, Amazon Connect, Cisco, Avaya, WFM processes, Kafka, RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, security architecture, Claude, or GitHub Copilot.

🏝️ 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 programs.

• Internal mobility opportunities.

• Internship opportunities.

• Work on impactful projects for top global clients.

• An inclusive and supportive work environment.

• Regular team-building and company social events.