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 manage voice and digital interactions in real time.

• Implement intelligent routing algorithms that consider 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 that encompass availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

• Review designs and code, identify technical risks, challenge assumptions, and drive pragmatic decisions.

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

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

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

⛳️ Requirements

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

• Expert-level hands-on experience with Java and Spring Boot.

• Experience in implementing distributed systems and microservices architectures.

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

• Experience in developing routing logic for contact center, 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.

• Extensive 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.

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

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

• Knowledge of optimization algorithms, decision engines, or scheduling systems is advantageous.

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

• Familiarity with WFM processes and integrations related to forecasting, schedules, and adherence is a bonus.

• Experience with Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture is beneficial.

• Practical experience with AI-assisted software development or AI-enabled solutions, including tools like Claude or GitHub Copilot, is an asset.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and investment in talent programs.

• Internal mobility opportunities.

• Internship opportunities available.

• Chance to collaborate on impactful projects for global clients.

• An inclusive and supportive work environment.

• Regular team-building social events.

• Commitment to sustainable business practices focusing on IT education, community empowerment, fair operations, environmental sustainability, and gender equality.