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 advanced routing algorithms that take into account skills, priorities, capacity, availability, and business guidelines.

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

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

• Enhance systems to support 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 processes 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, assess technical risks, challenge assumptions, and make pragmatic decisions.

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

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

⛳️ Requirements

• Over 8 years of experience in software engineering.

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

• Expert-level proficiency in Java and Spring Boot.

• Experience in implementing distributed systems and microservices architectures.

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

• Background in developing routing logic for contact center, communications, or customer engagement platforms.

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

• Proven experience in building high-throughput, low-latency transaction processing systems.

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

• Experience with PostgreSQL or similar relational databases.

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

• Practical experience with contact center or CX platforms, including customer routing and engagement concepts.

• Exceptional communication skills.

• Ability to create clear technical documentation and lead client-facing workshops.

🏝️ Benefits

• Competitive salary along with a comprehensive compensation and benefits package.

• Health insurance coverage.

• Relocation assistance program.

• Flexible remote work options through a Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and investment in talent programs.

• Opportunities for internal mobility.

• Internship opportunities available.

• A global, inclusive, and supportive workplace environment.

• Regular team-building social events organized by the company.

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