Senior Routing Engine Developer – CX Platform

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

📋 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.

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

• Design and manage APIs that support routing configuration, administration, monitoring, and integration needs.

• Optimize systems for high concurrency, fault tolerance, resiliency, and predictable 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 needs into solution components, interaction flows, deployment views, and technical roadmaps.

• Establish non-functional requirements for availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.

• Review designs and code, identify technical risks, challenge assumptions, and make informed decisions balancing quality, time, and cost.

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

• Work with CX domain experts to translate operational needs into routing capabilities.

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

⛳️ Requirements

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

• Expert-level practical experience with Java, Spring Boot, distributed systems, microservices architectures, REST APIs, security, testing, and performance engineering.

• Proven 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.

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

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

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

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

• Experience with real-time communications platforms such as FreeSWITCH or Kamailio is a plus.

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

• Familiarity with contact center platforms like Genesys, NICE, Five9, Amazon Connect, Cisco, or Avaya is a bonus.

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

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

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

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Relocation assistance program.

• Flexible remote work options / Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities available.

• Engaging projects for leading global clients.

• Inclusive and supportive workplace culture.

• Regular team-building and social events for employees.