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 facilitate real-time distribution of voice and digital interactions.

• Implement sophisticated routing algorithms that consider skills, priorities, capacity, availability, and business regulations.

• Ensure exceptional availability, scalability, resilience, and performance across various queues, routing paths, and interaction workloads.

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

• Optimize systems to achieve high concurrency, fault tolerance, resilience, 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.

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

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

• Review designs and code, pinpoint technical risks, challenge assumptions, and facilitate pragmatic decision-making.

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

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

⛳️ Requirements

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

• Expert-level hands-on proficiency in 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.

• In-depth 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, along with understanding the operational concepts behind customer routing and engagement.

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

🏝️ 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 initiatives.

• Internal mobility prospects.

• Internship opportunities.

• Engaging projects for top global clients.

• An inclusive and supportive work environment.

• Regular team-building company social events.