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.

• Guarantee high availability, scalability, resilience, and performance across queues, routing paths, and interaction workloads.

• Design and manage APIs for routing configuration, administration, monitoring, and integrations.

• Enhance 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.

• Build and enhance 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 concerning availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

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

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

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

⛳️ Requirements

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

• Proficient 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.

• 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.

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

• Proficient 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.

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

• Familiarity with real-time communications platforms like FreeSWITCH or Kamailio is a plus.

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

• Experience with platforms such as Genesys, NICE, Five9, Amazon Connect, Cisco, Avaya, or similar contact centers is beneficial.

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

• Familiarity with Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture would be advantageous.

• Practical experience with AI-assisted software development or AI-enabled solutions, including Claude or GitHub Copilot, is a plus.

🏝️ Benefits

• Comprehensive compensation and benefits package, including health insurance.

• Relocation assistance.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship programs.

• Engaging projects for leading global clients.

• Inclusive and supportive work environment that promotes open communication.

• Regular team-building social events within the company.