Senior Routing Engine Developer – CX Platform

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

📋 Description

• Design and create enterprise-grade routing engines that facilitate the distribution of voice and digital interactions in real time.

• Implement intelligent routing algorithms that take into account skills, priorities, capacity, availability, and business rules.

• Ensure high availability, scalability, resilience, and performance across routing 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 services, APIs, integration components, and reference implementations using Java and Spring Boot.

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

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

• Review designs and code, identify technical risks, challenge assumptions, and promote pragmatic technical decisions.

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

• Collaborate with CX domain experts and cross-functional platform teams.

⛳️ Requirements

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

• Expert-level hands-on experience with Java, Spring Boot, distributed systems, microservices architectures, 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.

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

• Comprehensive 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.

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

• Exceptional communication skills, along with the ability to create technical documentation and conduct client-facing workshops.

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

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

• Familiarity with contact center platforms such as Genesys, NICE, Five9, Amazon Connect, Cisco, Avaya, or similar systems.

• Exposure to workforce management processes and integrations related to forecasting, scheduling, and adherence.

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

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

🏝️ Benefits

• Comprehensive compensation and benefits package, including health insurance.

• Relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities available.

• Engaging projects for top global clients.

• An inclusive and supportive work environment.

• Regular company social events for team building.