What are the responsibilities and job description for the Principal Software Engineer, Contact Center Digital Engagement Services position at Fidelity Investments?
Job Description
Note: Fidelity will not provide immigration sponsorship for this position.
The Role
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.
The Expertise & Skills You Bring
The Contact Center Digital Engagement Services team is responsible for building the next generation of platforms that power customer interactions across digital channels. We focus on delivering scalable, real-time communication systems that enable seamless, personalized customer experiences while increasing flexibility and control through open, vendor-agnostic solutions.
Our team operates in a highly collaborative, fast-paced environment where engineers take full ownership of the systems they build—from architecture through production operations. We are committed to engineering excellence, continuous improvement, and redefining the future of contact center technology through modern, event-driven, cloud-native solutions.
Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.
Certifications
Category:
Information Technology
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.
Note: Fidelity will not provide immigration sponsorship for this position.
The Role
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.
The Expertise & Skills You Bring
- 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
- 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
The Contact Center Digital Engagement Services team is responsible for building the next generation of platforms that power customer interactions across digital channels. We focus on delivering scalable, real-time communication systems that enable seamless, personalized customer experiences while increasing flexibility and control through open, vendor-agnostic solutions.
Our team operates in a highly collaborative, fast-paced environment where engineers take full ownership of the systems they build—from architecture through production operations. We are committed to engineering excellence, continuous improvement, and redefining the future of contact center technology through modern, event-driven, cloud-native solutions.
Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.
Certifications
Category:
Information Technology
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.