Senior Routing Engine Developer – CX Platform

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

📋 Description

• Design and create enterprise-level routing engines that distribute voice and digital interactions in real-time.

• Implement intelligent routing algorithms that take into account 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 integrations.

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

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

• Develop Java and Spring Boot services, 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, identify technical risks, challenge assumptions, and make pragmatic quality, time, and cost decisions.

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

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

• Work alongside product, architecture, workforce management, telephony, and CX platform teams.

⛳️ Requirements

• 8+ years of experience in software engineering, demonstrating 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.

• 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.

• Deep 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.

• Practical experience with contact center or CX platforms, including insights into customer routing and engagement operational concepts.

• Excellent communication abilities, including the capacity to produce clear technical documentation and facilitate client-facing workshops.

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

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

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

• Exposure to WFM processes and integrations concerning 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, such as Claude or GitHub Copilot, is a bonus.

🏝️ Benefits

• Health insurance

• Relocation program

• Remote work flexibility / Work From Anywhere culture

• Opportunities for professional development

• Certification programs

• Mentorship and talent investment initiatives

• Internal mobility opportunities

• Internship opportunities

• Inclusive and supportive work environment

• Regular team-building company social events

• Social sustainability initiatives focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality