Director of Engineering, Voice Platform; Individual Contributor

Director of Engineering, Voice Platform (Individual Contributor)

Fidelity is transitioning to a full-time onsite working model in phases by region and role. See job description for more information.

Onsite

• Durham, NC

• Technology

Director

Note:
Fidelity will not provide immigration sponsorship for this position.

The Role

Fidelity is building its next generation contact center platform to deliver highly reliable, intelligent, and scalable customer engagement. 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 Free SWITCH. 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 deep telecommunications expertise and the ability to build software and platform capabilities that can be consumed through APIs, events, configuration and reusable services.

• 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-grade SIP signaling and media-processing capabilities using Kamailio and Free SWITCH.
• 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 optimize Kamailio routing logic, transcation handling, registration, toplogy hiding, load balancing, failover, authentication, and security controls.
• Build and extend Free SWITCH 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 Free SWITCH and Kamailio.
• Deep understanding of Free SWITCH architecture and hands-on experience configuring, extending, embedding or integrating Free SWITCH in production systems
• Deep understanding of Kamailio architecture and SIP-routing configuration.
• Experience integrating Kamailio with Free SWITCH 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 databases, 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…