Senior Routing Engine Developer – CX Platform

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

📋 Description

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

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

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

• Design and maintain APIs that support routing configuration, administration, monitoring, and integration needs.

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

• 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 regarding availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

• Review designs and code, identify technical risks, question assumptions, and drive pragmatic decisions that balance quality, time, and cost.

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

• Collaborate with CX domain experts to translate operational requirements into effective 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 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.

• 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.

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

• Experience with PostgreSQL or similar relational databases, data modeling, integration data flows, and transactional design.

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

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

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

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

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

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

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

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

🏝️ Benefits

• Comprehensive compensation and benefits package, including health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs available.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities.

• An inclusive and supportive work environment.

• Regular team-building company social events.