Senior Routing Engine Developer – CX Platform

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

📋 Description

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

• Develop intelligent routing algorithms that consider skills, priorities, capacity, availability, and business rules.

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

• Design and manage APIs for routing configuration, administration, monitoring, and integrations.

• Enhance 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.

• Design and create 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.

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

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

• Work alongside CX domain experts to translate operational requirements into routing capabilities.

⛳️ Requirements

• Over 8 years of software engineering experience.

• 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.

• Familiarity with 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.

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

• Experience with PostgreSQL or similar relational databases.

• Proficiency in 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.

• Strong communication skills.

• Capability to produce clear technical documentation and lead client-facing workshops.

• Nice to have: experience with real-time communications platforms like FreeSWITCH or Kamailio.

• Nice to have: knowledge of optimization algorithms, decision engines, or scheduling systems.

• Nice to have: experience with platforms such as Genesys, NICE, Five9, Amazon Connect, Cisco, Avaya, or similar contact center solutions.

• Nice to have: exposure to WFM processes and integrations involving forecasting, schedules, and adherence.

• Nice to have: familiarity with Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture.

• Nice to have: practical experience with AI-assisted software development or AI-enabled solutions, including Claude or GitHub Copilot.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on impactful projects for top global clients.

• An inclusive and supportive work environment.

• Regular team-building company social events.