Director of Engineering, Voice Platform (Individual Contributor)

Job description

Job Description: Note: Fidelity will not provide immigration sponsorship for this position. The Role Fidelity is building its nex t generation contact center platform to deliver highly reliable, intelligent, and scalable customer eng agement. We are seeking a Director of Engineering to help design , build and operate its voice platform 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 on Kamailio and FreeSWITCH . You will shape the voice platform architecture, establish engineering standards, solve the most complex real-time communications challenges, and mentor engineers across the team. Success requires both both deep tel ecommunications 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 build the programmable voice platform supporting inbound, outbound, transferred , conferenced, and multi-party contact center interactions Design and implement carrier-gra d e SIP signaling and media-processing capabilities using Kamailio and FreeSWITCH . 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 a nd enable teams to safely consume voice capabilities. Build and optimize Kamailio routing logic, transcation handling, registration, toplogy hiding, load balancing, failover, authentication, and security controls. Build and extend FreeSWITCH applications, dial plans, modules, event itegrations , media services, and call-control capabilities . Design for high availability, geographic redundancy, horizontal scalability, fault isolation , graceful degradation, and disaster recovery. Establish observability standards for the voice platform. Provide team technical leadership through design reviews, code reviews, mentoring, and direct participation in complex engineering work. Partner closely with architecture, product management, contact center engineering teams, security, networking, and quality engineering. Participate in production support and incident response for critical voice platform services. Required Qualifications Bachelor’s of master’s degree in computer science , electrical engineering, or related technical discipline or equivalent practical experience. 10 + years of software development experience with significant experience in voice, telephony, realt -time communications, or programmable communications services. 5 + years of hands-on production experience with FreeSWITCH and Kamailio . Deep understanding of FreeSWITCH architecture and hands-on experience configuring, extending, embedding or integrating FreeSWITCH in production systems Deep understanding of Kamailio architecture and SIP-routing configuration . Experience integrating Kamailio with FreeSWITCH clusters , carriers, and SBCs. Expert-level understanding of voice protocols . Familiarity with session border controllers and telecomunicaions security 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 datab a ses, distributed caches, and high-volume event processing. Experience deploying and operating voice workloads in Cloud, hybrid-cloud, or geographically distributed environments. Proven experience mentoring senior engineers and raising engineering standards across teams. Hand-on experience with AI-assisted software development tools to accelerate implementation, 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 modifying native FreeSWITCH modules or extensions in C or C++ Experience building or operating a large-scale CCaaS , CPaaS , UCaaS , or carrier voice platform. Experience building voice capabilities for contact center workflows. Experience with telcom fraud protection, STIR/SHAKEN, call authentication, and abuse prevention controls. Experience with 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 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.