Principal Software Engineer- Contact Center Platform
Note: Fidelity will not provide sponsorship for this role.
The Role
The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem.
In this role, you will lead the design and development of core contact center capabilities—including call routing, queuing, reporting, workforce management, and advanced IVR—supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations.
You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices.
The Expertise and Skills you Bring
8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies.
Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems.
Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP.
Proficiency in cloud-native architectures, microservices-based development, and API design.
Experience supporting real-time communications, speech recognition, and conversational AI solutions.
Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices.
Excellent communication skills and a collaborative, team-oriented mindset.
The Team
Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions.
Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value.
Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis—making reliability, scalability, and performance critical to everything we do.
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. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.
Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
...the world who desperately need both. Learn more at: Position Overview Filter of Hope is seeking a detail-oriented Staff Accountant / Senior Accountant to oversee the day-to-day accounting operations of our growing global ministry. This position is...
...About the jobWork from home Administrative Assistant. The stance is actually part time at 15-20 hrs per week via November 2022. The hrs... ...Responsible for managing job electronic reports (e.g., creating job-, contract-specific files) and upon request, assisting with coordinating...
...teamwork and foster a positive work culture. Opifex-Synergy... ...hiring managers to understand staffing needs, align recruiting strategies... ...in an in-house or staffing agency environment. Demonstrated ability... ...our team both at work and at home. Core Benefits: ~ Medical...
Hi there! My name is Joe, I am looking for a female caregiver to assist me with my Activities of daily living.. I am 35 years old with a quadriplegic spinal cord injury, but that doesn't stop me from enjoying life. I love spending time with my dog and going on casual outings...
...credentialing, travel, housing, and so much more. With the premier staffing agency as your champion, you can achieve more success with less... ...the credentialing and privileging process ~ Access to online portal for assignment details and time entry ~ Your specialized...