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 that distribute voice and digital interactions in real-time.

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

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

• Design and manage 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.

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

• Convert business journeys and operational needs 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 to identify technical risks, challenge assumptions, and promote pragmatic technical decisions.

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

• Collaborate with CX domain experts to translate operational needs into routing functionalities.

⛳️ 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, as well as persistence, security, testing, and performance engineering.

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

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

• Experience in building systems for high-throughput, low-latency transaction processing.

• Profound understanding 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.

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

🏝️ 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

• 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