Director, Software Engineering- Contact Center Platform

Location: Westlake, TX, Durham, NC, Merrimack, NH

Time Type: Full time

Job Description

Job Description:

Director of Engineering – Contact Center Platform

Note: Fidelity will not provide sponsorship for this role.

The Role

The Enterprise Contact Center Technology team is seeking a Director of Engineering to lead the strategy, architecture, and delivery of our next-generation, omni-channel contact center platform. This platform is built primarily on open-source technologies, minimizing reliance on commercial software while enabling scalability, resilience, and rapid innovation across the enterprise.

In this role, you will provide technical and organizational leadership for teams responsible for core contact center capabilities, including call routing, queuing, reporting, workforce management, and advanced IVR across voice, chat, and digital channels. You will set architectural direction, establish engineering standards, and guide the integration of critical technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, as well as speech recognition and conversational AI solutions.

You will partner closely with senior technology leaders, product management, operations, and business stakeholders to align platform capabilities with enterprise priorities. The role includes leading large-scale migrations from legacy systems to cloud-native, open-source architectures; overseeing API and microservices strategies; and ensuring the platform meets high standards for security, reliability, performance, and regulatory compliance. You will also be accountable for engineering excellence through DevOps practices, CI/CD pipelines, automated testing, infrastructure-as-code, and continuous improvement.

The Expertise and Skills You Bring

• 10+ years of IT experience, with significant leadership responsibility and deep domain expertise in contact center, telephony, or real-time communications platforms.

• Proven experience leading the design and delivery of enterprise-scale contact center solutions, including IVR, workforce management, and omni-channel platforms.

• Strong background in telephony engineering, with hands-on knowledge of SIP, RTP, PBX, VoIP, and open-source voice platforms.

• Demonstrated ability to define and govern cloud-native architectures, microservices ecosystems, and API strategies at scale.

• Experience leading teams that deliver real-time communications, speech recognition, and conversational AI capabilities.

• Strong understanding of DevOps, CI/CD, automated testing, and production operations in 24x7 environments.

• Excellent leadership, communication, and stakeholder management skills, with the ability to translate complex technical concepts into clear business outcomes.

The Team

Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. The organization owns the voice, email, and web chat platforms that power these interactions and enable exceptional service experiences.

Continuous improvement is central to our mission. We seek leaders who foster innovation, engineering rigor, and a culture of learning, collaboration, and accountability. Our teams are driven by a deep obsession with customer and associate experience, operational excellence, and delivering long-term value to the business.

The platform supports 20+ million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis, requiring leadership focus on availability, scalability, performance, and resilience at enterprise scale.

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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.