Director of Engineering, Voice Platform (Individual Contributor)
Fidelity Investments · Westlake, United States · 5d ago
Job Description:
Note: Fidelity will not provide immigration sponsorship for this position.
The Role
Fidelity is buildingits nextgeneration contact center platform to deliver highly reliable, intelligent, and scalable customer engagement.We areseeking aDirectorofEngineeringto helpdesign, build and operate its voiceplatform foundation.
This is a senior, hands-on engineering role within the Voice Platform team.You will provide deep technical leadership while actively designing, coding, integrating, testing and troubleshooting production voice services built primarily onKamailioandFreeSWITCH.Youwill shape the voice platform architecture, establish engineering standards, solve the most complex real-time communications challenges, and mentor engineers across the team.Success requires bothbothdeep telecommunications expertise and the ability to build software and platform capabilities that can be consumed through APIs,events, configuration and reusable services.
Key Responsibilities
Contribute to voice/telephony services architecture and buildthe programmable voice platform supporting inbound, outbound, transferred, conferenced, and multi-party contact center interactions
Design and implement carrier-grade SIP signaling and media-processing capabilities usingKamailioandFreeSWITCH.
Remain deeply hands-on, contributing to production code, configurations, automation, prototypes, technical designs, test frameworks, and operational tooling.
Platform design for SIP routing,session control, media services, conferencing, recording, playback, DTMP, codec negotiation, transcoding, and call-state management.
Develop reusable voice services and APIs that abstracts underlying telephony and enable teams to safely consume voice capabilities.
Build and optimizeKamailiorouting logic,transcationhandling, registration,toplogyhiding, load balancing, failover, authentication, and security controls.
Build and extendFreeSWITCHapplications, dial plans, modules, eventitegrations, media services, and call-control capabilities.
Design forhigh availability, geographic redundancy, horizontal scalability, fault isolation, graceful degradation, and disaster recovery.
Establish observability standards for the voice platform.
Provideteam technical leadership through design reviews, code reviews, mentoring, and direct participation in complex engineering work.
Partner closely with architecture, product management, contact center engineeringteams, security, networking, and quality engineering.
Participate in production support and incident response forcritical voice platform services.
Required Qualifications
Bachelor’sofmaster’s degree in computer science, electrical engineering, or related technical discipline or equivalent practical experience.
10+ years of software development experiencewith significant experience in voice, telephony,realt-time communications, or programmable communications services.
5+ years ofhands-on production experience withFreeSWITCHandKamailio.
Deep understanding ofFreeSWITCHarchitectureand hands-on experience configuring, extending, embedding or integratingFreeSWITCHin production systems
Deep understanding ofKamailioarchitecture and SIP-routing configuration.
Experience integratingKamailiowithFreeSWITCHclusters, carriers, and SBCs.
Expert-level understanding ofvoice protocols.
Familiaritywith session border controllers andtelecomunicaionssecurity patterns.
Strong software engineering skills in C, C++, Java,or Go.
Experience developing distributed, event-driven, real-time, and low-latency services.
Experience with relational and non-relational databases, distributedcaches, and high-volume event processing.
Experience deploying and operating voice workloads in Cloud, hybrid-cloud, or geographically distributed environments.
Proven experience mentoring seniorengineers and raising engineering standards across teams.
Hand-on experience with AI-assisted software developmenttoolstoaccelerateimplementation, testing, documentation, and troubleshooting while maintaining engineering quality and security standards.
Demonstrated ownership of production services, including incident response, root-cause analysis, remediation, and continuous reliability improvements.
Preferred Qualifications
Experience developing or modifyingnativeFreeSWITCHmodulesor extensions in C or C++
Experience building or operating a large-scaleCCaaS,CPaaS,UCaaS, or carrier voice platform.
Experience building voice capabilities for contact center workflows.
Experience withtelcomfraud protection, STIR/SHAKEN,call authentication, and abuse prevention controls.
Experiencewith voice analytics, speech recognition, text-to-speech, real-time transcription, media streaming, or AI enabled voice applications.
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 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.