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.
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