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 that facilitate the real-time distribution of voice and digital interactions.

• Implement advanced routing algorithms that consider skills, priorities, capacity, availability, and organizational rules.

• Ensure the highest levels of availability, scalability, resilience, and performance across various queues, routing paths, and interaction workloads.

• Design and uphold APIs that cater to routing configuration, administration, monitoring, and integration needs.

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

• Integrate routing services with telephony, digital messaging, workforce management, CRM, identity, reporting, and analytics systems.

• Design and craft essential Java and Spring Boot services, APIs, integration components, and reference implementations.

• Transform business journeys and operational requirements into solution elements, interaction flows, deployment perspectives, and technical roadmaps.

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

• Evaluate designs and code, identify technical risks, challenge assumptions, and drive pragmatic decisions that balance quality, time, and costs.

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

• Work alongside CX domain experts to convert 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 practical knowledge of 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.

• Understanding of ACD concepts, agent states, queue management, skill-based routing, priority routing, proficiency routing, and workload balancing.

• Experience in creating high-throughput, low-latency transaction processing systems.

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

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

• Practical experience with contact center or CX platforms and the operational principles behind customer routing and engagement.

• Exceptional communication abilities, including the capacity to produce clear technical documentation and lead client-facing workshops.

🏝️ Benefits

• Health insurance

• Relocation program

• Remote work flexibility / Work From Anywhere Culture

• Professional development opportunities

• Certification programs

• Mentorship and talent investment programs

• Internal mobility opportunities

• Internship opportunities

• Inclusive and supportive work environment

• Regular team-building company social events