Senior Routing Engine Developer – CX Platform

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

📋 Description

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

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

• Ensure queues, routing paths, and interaction workloads maintain high availability, scalability, resilience, and performance.

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

• Optimize systems for high concurrency, fault tolerance, resilience, and consistent performance.

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

• Design and develop services, APIs, integration components, and reference implementations using Java and Spring Boot.

• Convert business journeys and operational requirements into solution components, interaction flows, deployment views, and technical roadmaps.

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

• Review designs and code, identify technical risks, challenge assumptions, and facilitate pragmatic decisions that balance quality, time, and cost.

• Establish 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.

⛳️ 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 centers, communications, or customer engagement platforms.

• Knowledgeable in 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.

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

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

• Practical experience with contact center or CX platforms and customer routing and engagement strategies.

• Excellent communication skills, including the ability to produce 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 an advantage.

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

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

• 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 additional advantage.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Relocation assistance program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship programs available.

• Participation in impactful projects for leading global clients.

• An inclusive and supportive work environment.

• Regular team-building and company social events.