Director of Engineering, Voice Platform

About this role

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 a

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