Principal Software Engineer - Contact Center Solutions

The Role

Join our innovative Enterprise Contact Center Technology team as a Principal Software Engineer, where you will play a pivotal role in designing and building a cutting-edge, omni-channel contact center platform. We emphasize open-source technologies to enhance flexibility, scalability, and innovation across our entire contact center ecosystem.

In this exciting position, you will lead the development of essential contact center functionalities including call routing, queuing, reporting, workforce management, and advanced IVR. Your expertise will ensure seamless integrations across voice, chat, and digital channels, using technologies like Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat. You will also enhance our IVR platforms with state-of-the-art speech recognition and conversational AI capabilities.

Your responsibilities will include creating and managing APIs, microservices, and real-time data pipelines, enabling smooth omni-channel experiences for our customers. You will collaborate closely with our platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. Additionally, you will lead the transformation from legacy systems to modern cloud-native and open-source architectures, while advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices.

The Expertise and Skills You Bring

• 8+ years of IT experience, specializing in open-source telephony and messaging technologies.
• Proven track record in developing core contact center capabilities, such as IVR solutions and workforce management systems.
• Strong background in telephony engineering, with proficiency in designing, deploying, and troubleshooting voice platforms and relevant protocols (SIP, RTP, PBX, VoIP).
• Deep knowledge of cloud-native architectures, microservices development, and API design.
• Experience in supporting real-time communications, speech recognition, and conversational AI implementations.
• Familiarity with CI/CD pipelines, automated testing frameworks, and best practices in DevOps.
• Exceptional communication skills and a collaborative, team-oriented approach.

The Team

Our Enterprise Contact Center Technology team is dedicated to providing world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. We manage the voice, email, and web chat channels that facilitate these vital interactions.

With a focus on continuous improvement, we seek engineers who are naturally curious, innovative, and committed to enhancing customer and associate experiences. We pride ourselves on engineering excellence, a commitment to learning, a team-first culture, and the delivery of meaningful business value.

Our platform handles over 20 million clients and processes more than 35 million customer interactions annually, operating round-the-clock, which makes reliability, scalability, and performance critical to our mission.

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

Please note that Fidelity’s business is governed by various laws and regulations that may restrict hiring individuals with certain Criminal Histories.