Senior Routing Engine Developer – CX Platform

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

📋 Description

• Create and develop enterprise-level routing engines that distribute voice and digital interactions in real-time.

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

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

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

• Optimize systems for high concurrency, fault tolerance, resilience, and consistent performance.

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

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

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

• Define non-functional requirements that encompass availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

• Review designs and code, identify technical risks, challenge assumptions, and promote pragmatic decision-making.

• Establish engineering standards, reusable patterns, quality gates, documentation expectations, and guidance on technology adoption.

• Collaborate with CX domain experts to convert operational requirements into routing capabilities.

⛳️ Requirements

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

• Expert-level hands-on expertise with Java and Spring Boot.

• Experience in implementing distributed systems and microservices architectures.

• Proficient with REST APIs, persistence, security, testing, and performance engineering.

• Background in developing routing logic for contact center, communications, or customer engagement platforms.

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

• Experience with PostgreSQL or similar relational databases.

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

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

• Excellent communication skills.

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

• Nice-to-have: experience with FreeSWITCH or Kamailio.

• Nice-to-have: knowledge of optimization algorithms, decision engines, or scheduling systems.

• Nice-to-have: experience with Genesys, NICE, Five9, Amazon Connect, Cisco, Avaya, or similar contact center platforms.

• Nice-to-have: exposure to WFM processes and integrations related to forecasting, schedules, and adherence.

• Nice-to-have: familiarity with Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture.

• Nice-to-have: practical experience with AI-assisted software development or AI-enabled solutions, including Claude or GitHub Copilot.

🏝️ 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.

• Opportunity to collaborate on impactful projects for top global clients.

• Inclusive and supportive work environment.

• Open communication.

• Regular team-building company social events.

• Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.