Senior Routing Engine Developer – CX Platform

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

📋 Description

• Create and develop routing engines on an enterprise scale that facilitate the real-time distribution of voice and digital interactions.

• Implement advanced routing algorithms that take into account skills, priorities, capacity, availability, and business rules.

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

• Design and uphold APIs for routing configuration, administration, monitoring, and integration purposes.

• 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.

• Design and 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 encompassing availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

• Review designs and code, identify technical risks, question assumptions, and drive pragmatic decisions that balance quality, time, and cost.

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

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

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

⛳️ Requirements

• A minimum of 8 years of software engineering experience.

• Significant ownership of architecture and technical delivery for distributed applications.

• Advanced hands-on experience with Java.

• Advanced hands-on experience with 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 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.

• Experience with PostgreSQL or similar relational databases.

• Experience in data modeling, integration data flows, and transactional design.

• Hands-on experience with contact center or CX platforms and the operational principles behind customer routing and engagement.

• Excellent communication skills.

• Capability to produce clear technical documentation and lead client-facing workshops.

• Preferred: experience with real-time communications platforms such as FreeSWITCH or Kamailio.

• Preferred: knowledge of optimization algorithms, decision engines, or scheduling systems.

• Preferred: experience with Genesys, NICE, Five9, Amazon Connect, Cisco, Avaya, or similar contact center platforms.

• Preferred: exposure to WFM processes and integrations involving forecasting, schedules, and adherence.

• Preferred: familiarity with Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture.

• Preferred: practical experience with AI-assisted software development or AI-enabled solutions, including Claude or GitHub Copilot.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Engaging projects for leading global clients.

• An inclusive and supportive work environment.

• Open communication.

• Regular team-building and company social events.