Job Title: Senior Systems/Routing Engineer

Job Description:

We are seeking a Senior Systems/Routing Engineer to join a dynamic team responsible for managing voice, email, and web chat communication platforms. The role involves designing, implementing, and maintaining complex routing strategies, ensuring high availability and business continuity for enterprise-scale contact center systems. This position requires curiosity, innovation, and a commitment to delivering exceptional experiences for both users and customers.

Key Expertise and Skills Required:

• 3–5 years of experience in voice/routing, including workflow (voice or digital), routing strategies, or SIP networking/soft clients.

• Experience with vendor contact center platforms and the ability to create and maintain complex routing strategies is desirable.

• Strong leadership, organizational, and problem-solving skills.

• Excellent communication and presentation skills.

• Expertise with Agile methodologies (Scrum, Kanban), software design, development, testing, and operational automation.

• Understanding of enterprise-scale platform architecture, high availability, and business continuity.

• Knowledge of Docker and container-based development/deployment practices.

• Experience with CI/CD pipelines and Linux system administration.

• Ability to consult, mediate, and resolve routing issues and coordinate troubleshooting to resolution.

• Proven ability to work independently and professionally in high-pressure situations.

• Experience supporting 24/7 production environments and performing system monitoring and performance evaluation.

• Strong documentation skills for processes and procedures.

Key Responsibilities:

• Design, implement, and maintain routing and workflow strategies across multiple communication channels.

• Collaborate with business and technology teams to deliver solutions that enhance platform stability, availability, and performance.

• Participate in Agile development processes, contributing to coding, quality, DevSecOps, and operational improvements.

• Lead initiatives to improve production monitoring, telemetry, and incident/crisis management practices.

• Define and champion best practices, methodologies, and architectural standards.

• Mentor and guide junior engineers, fostering a culture of learning and collaboration.

• Simplify complex systems through refactoring, consistency, and repeatable practices.

• Ensure compliance with IT governance policies, procedures, and standards.

Impact of the Role:

This role ensures the reliability, performance, and operational excellence of enterprise contact center platforms. The Senior Systems/Routing Engineer contributes to improved production stability, faster delivery of solutions, and enhanced user and customer experiences. By driving automation, process improvement, and cross-team collaboration, this role delivers tangible business value while maintaining high standards for quality and availability.