Senior Routing Engine Developer – CX Platform

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

📋 Description

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

• Develop intelligent routing algorithms that take into account skills, priorities, capacity, availability, and business rules.

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

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

• Enhance 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.

• Build 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 that include availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

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

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

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

• Work together with product, architecture, workforce management, telephony, and CX platform teams.

⛳️ Requirements

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

• Expert-level hands-on experience with Java, Spring Boot, distributed systems and microservices architectures, 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.

• Profound understanding 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.

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

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

• Experience with real-time communications platforms like FreeSWITCH or Kamailio.

• Knowledge of optimization algorithms, decision engines, or scheduling systems.

• Familiarity with contact center platforms such as Genesys, NICE, Five9, Amazon Connect, Cisco, or Avaya.

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

• Understanding of Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture.

• Practical experience with AI-assisted software development or AI-enabled solutions, such as Claude or GitHub Copilot, is a plus.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility to work remotely / Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and investment in talent initiatives.

• Internal mobility options.

• Internship opportunities.

• Collaboration on impactful projects for leading global clients.

• An inclusive and supportive work environment.

• Regular team-building social events.