Lead Software Engineer - Contact Center Platform

The Role

The Enterprise Contact Center Technology team is on the lookout for a talented Lead Software Engineer to spearhead the design and development of our cutting-edge, omni-channel contact center platform. This innovative platform leverages open-source technologies to promote flexibility, scalability, and innovation throughout our contact center ecosystem.

As a critical member of the team, you will be instrumental in developing core capabilities such as call routing, queuing, reporting, workforce management, and advanced IVR that supports voice, chat, and digital channels. Your expertise will be utilized to engineer robust components using technologies like Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing our IVR capabilities with speech recognition and conversational AI integrations.

You will also focus on building and exposing APIs, microservices, and real-time data pipelines, ensuring seamless omni-channel customer interactions. Collaboration with platform engineering, QA, and operations teams will be key to deliver secure, resilient, and highly available solutions. This role will also include leading the migration from legacy systems to cloud-native, open-source architectures and advancing our CI/CD pipelines, automated testing, and infrastructure-as-code practices.

The Expertise and Skills You Bring

• 8+ years of IT experience, with significant hands-on experience in open-source telephony and messaging technologies.
• Proven track record in building essential contact center functionalities, including IVR solutions and workforce management systems.
• Strong telephony engineering background, with experience in designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP.
• Proficient in cloud-native architectures, microservices-based development, and API design.
• Experience in supporting real-time communications, speech recognition, and conversational AI solutions.
• Knowledgeable in CI/CD pipelines, automated testing frameworks, and DevOps best practices.
• Excellent communication skills and a collaborative, team-driven mindset.

The Team

The Enterprise Contact Center Technology team delivers world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. We manage communication channels including voice, email, and web chat that power these interactions.

Our commitment to continuous improvement drives us to seek engineers who are naturally curious, innovative, and focused on delivering exceptional experiences for our customers and associates. We take pride in our engineering excellence, dedication to learning, and a teamwork-oriented culture, always aiming to provide meaningful business value.

Our platform supports over 20 million clients and processes more than 35 million customer interactions annually, operating around the clock. This makes reliability, scalability, and performance crucial aspects of everything we do.

Please note that most roles at Fidelity are hybrid, requiring associates to work onsite every other week in a Fidelity office. Consult your recruiter for specific expectations for this position.

Fidelity’s business is governed by various laws and regulations that may restrict hiring individuals with certain criminal histories.