The Principal Engineer will lead the design and development of next-generation Contact Center Digital Engagement Services, focusing on building modern, cloud-native platforms for real-time customer interactions. This role requires a hands-on approach to engineering and product development, ensuring seamless omni-channel customer engagement experiences. The team is dedicated to delivering scalable communication systems while fostering a collaborative and innovative environment. The position emphasizes engineering excellence and the migration of legacy systems to advanced, open-source solutions.

• 10+ years of software engineering experience delivering enterprise-scale systems
• 5+ years of hands-on experience with Java and Spring Boot in production environments
• Proven ability to define and implement architecture for complex backend systems
• Experience with real-time communication technologies such as WebSockets and SIP
• Strong experience building cloud-native applications using microservices and CI/CD pipelines
• Hands-on experience using AI-assisted development tools within real engineering workflows
• Deep understanding of secure engineering practices
• Strong ability to evaluate technical tradeoffs and make pragmatic architectural decisions
• Experience defining engineering standards across code quality and deployment practices
• Demonstrated ownership of features end-to-end
• Proven ability to mentor engineers and elevate engineering excellence
• Strong communication skills with the ability to explain complex concepts clearly
• Master’s degree in Computer Science, Engineering, or equivalent experience

• Lead the design and development of contact center components using open-source communication frameworks.
• Build APIs, microservices, and real-time processing capabilities for omni-channel interactions.
• Partner with platform engineering, QA, and operations to deliver secure and reliable solutions.
• Migrate legacy systems to open-source, cloud-native platforms.
• Advance CI/CD, automated testing, and infrastructure-as-code practices.
• Drive strategy to reduce vendor dependency and accelerate innovation.
• Mentor engineers and promote engineering excellence across teams.
• Clearly explain complex concepts to technical and non-technical stakeholders.

• Fidelity offers competitive compensation, annual bonuses, retirement contributions, comprehensive healthcare coverage, parental leave, tuition assistance, wellness programs, and extensive professional development opportunities.