Senior Routing Engine Developer – CX Platform

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

📋 Description

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

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

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

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

• Optimize 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.

• 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.

• 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 make informed decisions regarding quality, time, and cost.

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

• Collaborate with customer experience domain experts to translate operational requirements into effective routing capabilities.

⛳️ Requirements

• Over 8 years of experience in software engineering.

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

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

• Proven experience in implementing distributed systems and microservices architectures.

• Familiarity with 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.

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

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

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

• Excellent communication skills, including the ability to produce technical documentation and conduct client-facing workshops.

• Experience with real-time communications platforms like FreeSWITCH or Kamailio (considered a plus).

• Familiarity with optimization algorithms, decision engines, or scheduling systems (considered a plus).

• Experience with contact center platforms such as Genesys, NICE, Five9, Amazon Connect, Cisco, Avaya, or similar (considered a plus).

• Exposure to workforce management processes and integrations that involve forecasting, schedules, and adherence (considered a plus).

• Familiarity with Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture (considered a plus).

• Practical experience with AI-assisted software development or AI-enabled solutions, including Claude or GitHub Copilot (considered a plus).

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Relocation assistance program.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Certification programs available.

• Mentorship and talent investment initiatives.

• Internal mobility options.

• Internship opportunities.

• Engaging projects for top global clients.

• An inclusive and supportive workplace environment.

• Regular company social events for team building.