Senior Routing Engine Developer – CX Platform

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

📋 Description

• Create and develop large-scale routing engines for the real-time distribution of voice and digital interactions.

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

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

• Design and maintain APIs for routing configuration, administration, monitoring, and integration purposes.

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

• Integrate routing services with telephony, digital messaging, workforce management, CRM, identity management, 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 for availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

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

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

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

⛳️ Requirements

• Over 8 years of software engineering experience.

• Significant ownership of architecture and technical delivery for distributed applications.

• Expert-level practical experience with Java and Spring Boot.

• Proficiency in implementing distributed systems and microservices architectures.

• Familiarity with REST APIs, data 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 building high-throughput, low-latency transaction processing systems.

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

• Experience with PostgreSQL or similar relational databases.

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

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

• Strong communication skills.

• Ability to create clear technical documentation and facilitate 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 a plus.

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

• Exposure to WFM processes and integrations concerning forecasting, schedules, and adherence is beneficial.

• Understanding of 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 a bonus.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work / Culture of Work From Anywhere.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment programs.

• Opportunities for internal mobility.

• Internship opportunities.

• Collaboration on significant projects for leading global clients.

• An inclusive and supportive work environment.

• Regular company social events for team building.