Principal Software Engineer – Contact Center

Fidelity Investments Logo
Fidelity Investments
Durham, United States (Remote)
140000 - 185000 EUR / Year
  • Engineering
  • FullTime

Requirements

Must have:

– Over 8 years of IT experience, with a focus on open-source telephony and messaging technologies. – Proven expertise in developing core contact center functionalities, particularly IVR solutions and workforce management systems. – Strong background in telephony engineering, including the design, deployment, and troubleshooting of voice platforms and protocols like SIP, RTP, PBX, and VoIP. – Skilled in cloud-native architectures and microservices-based development, along with API design. – Experience in real-time communications, speech recognition, and conversational AI technologies. – Familiarity with CI/CD pipelines, automated testing methodologies, and best practices in DevOps. – Exceptional communication abilities and a collaborative, team-centered attitude.

Responsibilities:

  • Lead the design and development of essential contact center features, including call routing, reporting, and workforce management for various communication channels. – Engineer and sustain scalable components utilizing technologies such as Asterisk, FreeSWITCH, and WebRTC. – Build and integrate APIs, microservices, and real-time data pipelines to support seamless omni-channel customer interactions. – Collaborate with platform engineers, QA, and operations teams to ensure secure and reliable solution delivery. – Guide the transition from legacy systems to cloud-native, open-source architectures, while enhancing CI/CD practices and automated testing frameworks. – Advance conversation AI functionalities and speech recognition within IVR platforms.

Company:

We are the Enterprise Contact Center Technology team at Fidelity, dedicated to delivering exceptional communication capabilities that connect our associates with millions of customers and clients. We aim for continuous improvement and highly value innovation and curiosity. Our platform manages over 20 million clients and handles more than 35 million interactions annually, requiring utmost reliability and scalability in our solutions. We embrace a culture of engineering excellence, learning, and teamwork, offering a hybrid working model where team members come onsite every other week. Our commitment to delivering significant business value shapes everything we do.

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