Senior Routing Engine Developer, CX Platform

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

📋 Description

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

• Develop and implement intelligent routing algorithms based on skills, priorities, capacity, availability, and business guidelines.

• Guarantee 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 predictable performance.

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

• Design and 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.

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

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

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

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

⛳️ Requirements

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

• Expert-level hands-on proficiency 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 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.

• In-depth knowledge 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 of customer routing and engagement.

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

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

• Familiarity with optimization algorithms, decision engines, or scheduling systems is advantageous.

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

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

• Knowledge of Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture is favorable.

• Practical experience with AI-assisted software development or AI-enabled solutions, including tools like Claude or GitHub Copilot, is an added advantage.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Relocation program.

• Remote work flexibility / Work From Anywhere Culture.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Engaging projects for top global clients.

• Inclusive and supportive work environment.

• Open communication.

• Regular team-building company social events.