Job DescriptionWe are looking for a
Senior Routing Engine Developer to design and build the next generation interaction routing platform powering enterprise-scale contact center operation. You will develop the core routing engine responsible for intelligent distribution of voice and digital interactions across agents, queues, skills, channels, and business units in real time. The role includes building highly scalable backend services capable of processing large volumes of routing decisions with strict latency, availability, and resiliency requirements. You will work primarily with Java, Spring Boot, distributed architectures, event-driven systems, and cloud-native technologies, collaborating closely with product, architecture, workforce management, telephony, and CX platform teams.
Responsibilities:- Design and develop enterprise-scale routing engines that distribute voice and digital interactions in real time.
- Implement intelligent routing algorithms based on skills, priorities, capacity, availability, and business rules.
- Ensure high availability, scalability, resilience, and performance across queues, routing paths, and interaction workloads.
- Design and maintain APIs supporting routing configuration, administration, monitoring, and integration requirements.
- 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.
- Design and develop critical Java and Spring Boot services, APIs, integration components, and reference implementations.
- Translate business journeys and operational requirements into solution components, interaction flows, deployment views, and technical roadmaps.
- Define non-functional requirements for availability, performance, concurrency, security, privacy, observability, disaster recovery, and supportability.
- Review designs and code, identify technical risks, challenge assumptions, and drive pragmatic decisions that balance quality, time, and cost.
- Establish engineering standards, reusable patterns, quality gates, documentation expectations, and technology adoption guidance.
- Collaborate with CX domain experts to translate operational requirements into routing capabilities.
Qualifications- 8+ years of software engineering experience, including substantial ownership of architecture and technical delivery for distributed applications.
- Expert-level hands-on experience with Java, Spring Boot, implementing distributed systems and microservices architectures, REST APIs, persistence, security, testing, and performance engineering.
- Experience developing routing logic for contact center, communications, or customer engagement platforms.
- Knowledge of ACD concepts, agent states, queue management, skill-based routing, priority routing, proficiency routing, and workload balancing.
- Experience building high-throughput, low-latency transaction processing systems.Deep understanding of API-first design, event-driven architecture, messaging, distributed systems, and cloud-native engineering.
- Experience with PostgreSQL or comparable relational databases, data modeling, integration data flows, and transactional design.
- Hands-on experience with contact center or CX platforms and the operational concepts behind customer routing and engagement.
- Excellent communication skills, including the ability to produce clear technical documentation and lead client-facing workshops.
Nice to Have- Experience with real-time communications platforms such as FreeSWITCH or Kamailio.
- Knowledge of optimization algorithms, decision engines, or scheduling systems.
- Experience with Genesys, NICE, Five9, Amazon Connect, Cisco, Avaya, or comparable contact center platforms.
- Exposure to WFM processes and integrations involving forecasting, schedules, adherence, etc.
- Familiarity with Kafka or RabbitMQ, Kubernetes, Jenkins, observability platforms, API gateways, and security architecture.
- Practical experience with AI-assisted software development or AI-enabled solutions, including tools such as Claude or GitHub Copilot, is a plus.
Additional InformationWe offer:- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
- Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
- Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
