Senior Routing Engine Developer – CX Platform

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

📋 Description

• Create and implement enterprise-level routing engines that facilitate real-time distribution of voice and digital interactions.

• Develop intelligent routing algorithms that consider skills, priorities, capacity, availability, and business rules.

• 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 for high concurrency, fault tolerance, resilience, and consistent performance.

• Integrate routing services with telephony, digital messaging, workforce management, CRM, identity, reporting, and analytics platforms.

• Build essential Java and Spring Boot services, APIs, integration components, and reference implementations.

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

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

• Evaluate designs and code, identify technical risks, challenge assumptions, and make informed decisions while balancing quality, time, and cost.

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

• Work collaboratively with CX domain experts to translate operational needs into routing capabilities.

⛳️ Requirements

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

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

• Proven 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 centers, communications, or customer engagement platforms.

• Understanding 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.

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

• Proficiency with PostgreSQL or similar relational databases, data modeling, integration data flows, and transactional design.

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

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

• Experience with real-time communications platforms like FreeSWITCH or Kamailio is preferred.

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

• Familiarity with Genesys, NICE, Five9, Amazon Connect, Cisco, Avaya, or similar contact center platforms is advantageous.

• Exposure to WFM processes and integrations related to forecasting, schedules, and adherence is beneficial.

• Familiarity with Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture is a plus.

• Practical experience with AI-assisted software development or AI-enabled solutions, such as Claude or GitHub Copilot, is a bonus.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Relocation assistance program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship programs available.

• An inclusive and supportive work environment.

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