Senior Routing Engine Developer – CX Platform

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

📋 Description

• Design and create enterprise-level routing engines that deliver voice and digital interactions in real-time.

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

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

• Create and manage APIs for routing configuration, administration, monitoring, and integrations.

• Optimize 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.

• Develop services using Java and Spring Boot, along with 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 concerning availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

• Review designs and code, identify technical risks, challenge assumptions, and drive practical decisions.

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

• Work alongside CX domain experts to convert operational requirements into routing functionalities.

⛳️ Requirements

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

• Expert 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.

• Proven 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 similar relational databases, 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, technical documentation abilities, and experience in 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 contact center platforms like Genesys, NICE, Five9, Amazon Connect, Cisco, Avaya, or similar is an advantage.

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

• 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 Claude or GitHub Copilot, is an added advantage.

🏝️ Benefits

• Health insurance

• Relocation program

• Remote work flexibility

• Professional development opportunities

• Certification programs

• Mentorship and talent investment programs

• Internal mobility opportunities

• Internship opportunities

• Inclusive and supportive work environment

• Regular team-building company social events