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 manage voice and digital interactions in real time.

• Implement sophisticated routing algorithms based on 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, resilience, and reliable performance.

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

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

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

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

• Review designs and code, identify technical risks, challenge assumptions, and guide practical technical decisions.

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

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

⛳️ Requirements

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

• Proven 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 center, 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 constructing high-throughput, low-latency transaction processing systems.

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

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

• Practical 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 lead client-facing workshops.

• Additional 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, or AI-assisted development is advantageous or a plus.

🏝️ Benefits

• Competitive Pay and Benefits, including health insurance.

• Relocation program.

• Remote work flexibility / Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• An inclusive and supportive work environment.

• Regular team-building company social events.