Principal Software Engineer- Contact Center Platform
About The Position
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.
Requirements
- 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.
Responsibilities
- 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.
- 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.
- Build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions
- Collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions.
- Lead migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices.
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
No Education Listed
Number of Employees
101-250 employees
