Senior Routing Engine Developer – CX Platform

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

📋 Description

• Design and create 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.

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

• Create and sustain APIs for routing configuration, administration, monitoring, and integration purposes.

• Optimize systems to ensure high concurrency, fault tolerance, resiliency, and reliable 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.

• Convert business journeys and operational requirements into solution components, interaction flows, deployment views, and technical roadmaps.

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

• Review designs and code, assess technical risks, challenge assumptions, and guide quality, time, and cost decisions pragmatically.

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

• Work alongside CX domain experts to turn 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 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.

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

• Proficient with PostgreSQL or similar relational databases.

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

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

• Exceptional communication skills.

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

• Familiarity with 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 comparable contact center platforms is beneficial.

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

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

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

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and investment in talent programs.

• Internal mobility opportunities.

• Internship opportunities.

• An inclusive and supportive work environment.

• Regular team-building company social events.

• Commitment to sustainable business practices and social sustainability initiatives.