Director, Software Engineering- Contact Center Platform

Fidelity Investments • Durham, NC

1d • Hybrid

About The Position

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.

Requirements

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 101-250 employees