Director of Engineering, Voice Platform

Job Description:

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

The Role

Fidelity is buildingits next generation contact center platform to deliver highly reliable, intelligent, and scalable customer engagement.

We are seeking aDirectorof

Engineering to help design, 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 onKamailioand

Free SWITCH.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 using
  
  Kamailioand
  
  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
  
  Kamailiorouting logic,transcationhandling, registration,toplogyhiding, load balancing, failover, authentication, and security controls.

• Build and extend
  
  FreeSWITCHapplications, 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.

• 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’sofmaster’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 ofhands-on production experience with
  
  FreeSWITCHandKamailio.

• Deep understanding ofFreeSWITCHarchitectureand hands-on experience configuring, extending, embedding or integrating
  
  FreeSWITCHin production systems

• Deep understanding of Kamailioarchitecture and SIP-routing configuration.

• Experience integrating
  
  Kamailiowith
  
  FreeSWITCHclusters, carriers, and SBCs.

• Expert-level understanding ofvoice protocols.

• Familiarity with 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 senior engineers 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…