Senior Routing Engine Developer – CX Platform

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

📋 Description

• Create and build enterprise-grade routing engines that manage the distribution of voice and digital interactions in real time.

• Develop sophisticated routing algorithms that factor in skills, priorities, capacity, availability, and business rules.

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

• Design and maintain APIs for routing configurations, 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 implement 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 pertaining to availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

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

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

• Partner with CX domain experts to translate operational requirements into routing capabilities.

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

⛳️ Requirements

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

• Expert-level hands-on experience with Java, Spring Boot, distributed systems, microservices architectures, REST APIs, persistence, security, testing, and performance engineering.

• Proven 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 constructing high-throughput, low-latency transaction processing systems.

• Comprehensive 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 concepts guiding customer routing and engagement.

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

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

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

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

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

• Acquaintance with Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture is a plus.

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

🏝️ 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

• Collaboration on impactful projects for top global clients

• Inclusive and supportive work environment

• Open communication

• Regular team-building company social events