Principal Software Engineer, Contact Center Digital Engagement Services

Fidelity Investments•Durham, NC

About The Position

We are seeking a highly hands-on Principal Engineer to lead the design and development of next-generation Contact Center Digital Engagement Services. In this role, you will build modern, cloud-native, event-driven platforms that power real-time customer interactions across digital channels. You will operate at the intersection of engineering and product development, translating business needs into scalable, high-throughput systems that deliver seamless, omni-channel customer engagement experiences. As a Principal Engineer, you will be a technical leader and builder—owning end-to-end delivery while actively writing production-grade code and shaping platform architecture. You will design and develop contact center components using open-source communication frameworks such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, as well as engineer IVR systems with speech recognition and conversational AI integrations. You will build APIs, microservices, and real-time processing capabilities for omni-channel interactions, while partnering across platform engineering, QA, and operations to deliver secure, reliable solutions. Additionally, you will play a key role in migrating legacy systems to open-source, cloud-native platforms and advancing CI/CD, automated testing, and infrastructure-as-code practices—all while driving our strategy to reduce vendor dependency and accelerate innovation.

Requirements

10+ years of software engineering experience delivering enterprise-scale systems
5+ years of hands-on experience with Java and Spring Boot in production environments
Proven ability to define and implement architecture for complex backend systems, including domain modeling, service decomposition, API design, event contracts, and data flows
Experience with real-time communication technologies (WebSockets, Server-Sent Events, SIP, RTP, push notifications)
Strong experience building cloud-native applications using microservices, containers, CI/CD pipelines, automated testing, observability, and production operations
Hands-on experience using AI-assisted development tools (e.g., GitHub Copilot, Claude Code, OpenAI Codex) within real engineering workflows
Deep understanding of secure engineering practices (authentication, authorization, encryption, secrets management, secure service-to-service communication, auditability)
Strong ability to evaluate technical tradeoffs and make pragmatic architectural decisions balancing speed, quality, scalability, and maintainability
Experience defining engineering standards across code quality, API design, testing, observability, and deployment practices
Demonstrated ownership of features end-to-end (concept → design → development → deployment → production support)
Proven ability to mentor engineers and elevate engineering excellence across teams
Strong communication skills with the ability to clearly explain complex concepts to technical and non-technical stakeholders
Master’s degree in Computer Science, Engineering, or equivalent experience

Nice To Haves

Experience with contact center platforms or digital communication systems
Exposure to event streaming platforms and architectures at scale
Experience building platforms from scratch (0 → 1) or modernizing large legacy systems

Responsibilities

Lead the design and development of next-generation Contact Center Digital Engagement Services.
Build modern, cloud-native, event-driven platforms for real-time customer interactions.
Translate business needs into scalable, high-throughput systems for omni-channel customer engagement.
Own end-to-end delivery, write production-grade code, and shape platform architecture.
Design and develop contact center components using open-source communication frameworks (Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, Rocket.Chat).
Engineer IVR systems with speech recognition and conversational AI integrations.
Build APIs, microservices, and real-time processing capabilities for omni-channel interactions.
Partner with platform engineering, QA, and operations to deliver secure, reliable solutions.
Migrate legacy systems to open-source, cloud-native platforms.
Advance CI/CD, automated testing, and infrastructure-as-code practices.
Drive strategy to reduce vendor dependency and accelerate innovation.
Mentor engineers and elevate engineering excellence across teams.
Clearly explain complex concepts to technical and non-technical stakeholders.