Director, Software Engineering – Contact Center Platform
North Carolina, United States of America
Full Time
2 weeks ago
No Visa Sponsorship
Key skills
CloudMicroservicesVoIPAICI/CDLeadership
About this role
Role Overview
Director of Engineering – Contact Center Platform The Enterprise Contact Center Technology team is seeking a Director of Engineering to lead the strategy, architecture, and delivery of our next-generation, omni-channel contact center platform. This role will provide technical and organizational leadership for teams responsible for core contact center capabilities, including call routing, queuing, reporting, workforce management, and advanced IVR across voice, chat, and digital channels.
The Expertise and Skills You Bring
- 10+ years of IT experience, with significant leadership responsibility and deep domain expertise in contact center, telephony, or real-time communications platforms.
- Proven experience leading the design and delivery of enterprise-scale contact center solutions, including IVR, workforce management, and omni-channel platforms.
- Strong background in telephony engineering, with hands-on knowledge of SIP, RTP, PBX, VoIP, and open-source voice platforms.
- Demonstrated ability to define and govern cloud-native architectures, microservices ecosystems, and API strategies at scale.
- Experience leading teams that deliver real-time communications, speech recognition, and conversational AI capabilities.
- Strong understanding of DevOps, CI/CD, automated testing, and production operations in 24x7 environments.
The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Continuous improvement is central to our mission.
Requirements
- 10+ years of IT experience
- Significant leadership responsibility
- Proven experience in enterprise-scale solutions
- Strong telephony engineering background
- Ability to define cloud-native architectures
- Experience in DevOps and CI/CD
Tech Stack
- Cloud
- Microservices
- VoIP
Benefits
- Health insurance
- Paid time off
- 401(k) matching
- Professional development
- Flexible work arrangements