Senior Routing Engine Developer – CX Platform

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

📋 Description

• Design and develop enterprise-level routing engines that distribute voice and digital interactions in real-time.

• Implement intelligent routing algorithms utilizing 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 integration purposes.

• Optimize systems for high concurrency, fault tolerance, resiliency, and predictable performance.

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

• Design and develop services using Java and Spring Boot, along with APIs, integration components, and reference implementations.

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

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

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

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

• Collaborate with customer experience (CX) domain experts to convert operational requirements into routing capabilities.

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

⛳️ Requirements

• 8+ years of experience in software engineering.

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

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

• Proven experience in implementing distributed systems and microservices architectures.

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

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

• Knowledge of Automatic Call Distribution (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.

• Familiarity with PostgreSQL or similar relational databases.

• Experience in 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.

• Capable of producing clear technical documentation and leading client-facing workshops.

• Experience with real-time communications platforms such as FreeSWITCH or Kamailio is a plus.

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

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

• Exposure to workforce management (WFM) processes and integrations related to forecasting, schedules, and adherence is advantageous.

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

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

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility to work remotely / Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities available.

• Collaboration on impactful projects for leading global clients.

• An inclusive and supportive work environment.

• Regular team-building social events.

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