Senior Routing Engine Developer – CX Platform

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

📋 Description

• Design and create routing engines at an enterprise level that efficiently manage voice and digital interactions in real-time.

• Implement sophisticated routing algorithms that consider skills, priorities, capacity, availability, and business rules.

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

• Develop 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.

• Create Java and Spring Boot services, APIs, integration components, and reference implementations.

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

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

• Review designs and code, identify technical risks, challenge assumptions, and make informed decisions regarding quality, time, and cost.

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

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

• Collaborate with product, architecture, workforce management, telephony, and CX platform teams.

⛳️ Requirements

• Over 8 years of software engineering experience with significant responsibility for architecture and technical delivery of distributed applications.

• Expert 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 centers, 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.

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

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

• Excellent communication abilities, including clear technical documentation and client-facing workshops.

• Experience with real-time communications platforms such as FreeSWITCH or Kamailio is advantageous.

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

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

• Exposure to WFM processes and integrations involving forecasting, scheduling, and adherence is a plus.

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

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

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility to work remotely / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs available.

• 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.