Senior Routing Engine Developer – CX Platform

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

📋 Description

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

• Implement intelligent routing algorithms that are based on 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 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.

• Develop Java and Spring Boot services, 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 including availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

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

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

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

⛳️ Requirements

• Over 8 years of experience in software engineering.

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

• Expert-level hands-on experience with Java.

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

• Experience in implementing distributed systems and microservices architectures.

• Experience with REST APIs, persistence, security, testing, and performance engineering.

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

• Knowledge 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.

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

• Experience with PostgreSQL or similar relational databases.

• Experience with data modeling, integration data flows, and transactional design.

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

• Excellent communication skills.

• Ability to produce clear technical documentation.

• Capability to lead client-facing workshops.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• 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.

• Involvement in impactful projects for leading global clients.

• An inclusive and supportive work environment.

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