Senior Routing Engine Developer – CX Platform

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

📋 Description

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

• Develop intelligent routing algorithms that consider skills, priorities, capacity, availability, and business rules.

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

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

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

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

• Design and create essential 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.

• Establish 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 balancing quality, time, and cost.

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

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

• Collaborate closely 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.

• 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.

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

• Experience with PostgreSQL or equivalent relational databases, data modeling, integration data flows, and transactional design.

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

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

• Familiarity 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.

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

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

• Familiarity 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 tools like Claude or GitHub Copilot, is a bonus.

🏝️ 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

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