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 for real-time distribution of voice and digital interactions.

• 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.

• 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 drive practical quality, time, and cost decisions.

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

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

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

⛳️ Requirements

• Over 8 years of experience in software engineering.

• 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.

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

• Experience 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.

• In-depth knowledge 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.

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

• Excellent communication abilities.

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

• Nice to have: experience with FreeSWITCH or Kamailio.

• Nice to have: knowledge of optimization algorithms, decision engines, or scheduling systems.

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

• Nice to have: exposure to WFM forecasting, schedules, and adherence integrations.

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

• Nice to have: 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 to work remotely / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs available.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on impactful projects for leading global clients.

• Inclusive and supportive work environment with open communication.

• Regular team-building company social events.

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