Senior Routing Engine Developer – CX Platform

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

📋 Description

• Create and develop enterprise-grade routing engines for the real-time distribution of both voice and digital interactions.

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

• Ensure high availability, scalability, resilience, and performance within 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 concerning availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

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

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

• Collaborate with CX domain specialists to translate operational requirements into routing functionalities.

⛳️ 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 and Spring Boot.

• Experience in implementing distributed systems and microservices architectures.

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

• Experience in developing routing logic for contact centers, communications, or customer engagement platforms.

• Familiarity with 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.

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

• Experience with PostgreSQL or similar relational databases.

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

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

• Exceptional communication skills.

• Ability to create clear technical documentation and lead client-facing workshops.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship programs.

• An inclusive and supportive work environment.

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