Director, Software Engineering- Contact Center Platform
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.
Certifications:
Category:
Information TechnologyPlease 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.
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.
Certifications:
Category:
Information TechnologyPlease 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.
About Fidelity Investments
At Fidelity, since our founding in 1946, we have been dedicated to strengthening and security our clients’ financial well-being through exceptional service and innovative solutions. We empower over ~50 million people to achieve their most important financial goals, manage employee benefit programs for nearly 24,000 businesses, and support more than 16,000 wealth management firms and institutions with cutting-edge investments and technology. Our diverse business portfolio and independence provide us with a comprehensive view of the market and the stability to deliver long-term value for our customers. As the financial industry evolves and customer needs grow more complex, Fidelity continues to reinvent, innovate, and transform to meet the challenges of tomorrow’s financial landscape.
*Specifically serviced by our Clearing & Custody team within Fidelity Institutional
Fidelity TalentSource, is the in-house temporary staffing provider for Fidelity Investments. Unlike traditional staffing agencies, we are an internal business unit within Fidelity’s Talent Acquisition team, dedicated to recruiting talent from various backgrounds for roles in Fidelity’s regional and investor center locations. Our mission is to help you experience Fidelity’s diverse and inclusive workplace while expanding your skill set and professional network, with the ultimate goal of conversion to full-time employment as part of Fidelity’s long-term strategy. To learn more about temporary positions at Fidelity Investments, visit FidelityTalentSource.com.
