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Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Job Description: Principal Software Engineer- Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role The Enterprise Contact Center Technology team is seeking a Principal Software Engineer to help design and build our next-generation, omni-channel contact center platform. This platform is built on open-source technologies and minimizes reliance on commercial software, enabling flexibility, scalability, and innovation across our contact center ecosystem. In this role, you will lead the design and development of core contact center capabilities-including call routing, queuing, reporting, workforce management, and advanced IVR-supporting voice, chat, and digital channels. You will engineer and maintain scalable components using technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, while enhancing IVR platforms with speech recognition and conversational AI integrations. You will build and expose APIs, microservices, and real-time data pipelines to enable seamless omni-channel customer interactions, and collaborate closely with platform engineering, QA, and operations teams to deliver secure, resilient, and highly available solutions. The role also includes leading migrations from legacy systems to cloud-native, open-source architectures and advancing CI/CD pipelines, automated testing, and infrastructure-as-code practices. The Expertise and Skills you Bring 8+ years of IT experience, including deep, hands-on experience with open-source telephony and messaging technologies. Demonstrated success building core contact center capabilities, including IVR solutions and workforce management systems. Strong telephony engineering background, with experience designing, deploying, and troubleshooting voice platforms and protocols such as SIP, RTP, PBX, and VoIP. Proficiency in cloud-native architectures, microservices-based development, and API design. Experience supporting real-time communications, speech recognition, and conversational AI solutions. Working knowledge of CI/CD pipelines, automated testing frameworks, and DevOps best practices. Excellent communication skills and a collaborative, team-oriented mindset. The Team Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. Our team owns the voice, email, and web chat communication channels that power these interactions. Continuous improvement is core to our mission, and we seek engineers who are naturally curious, innovative, and relentlessly focused on delivering exceptional customer and associate experiences. We take pride in our engineering excellence, commitment to learning, team-first culture, and focus on delivering meaningful business value. Our platform supports over 20 million clients, processes 35+ million customer interactions annually, and operates on a 24x7 basis-making reliability, scalability, and performance critical to everything we do. Certifications: Category: Information Technology Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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 and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Duties and Responsibilities: Working closely with the Office of the Chief Financial Officer (OCFO) and other District government stakeholders. The successful candidate will design, implement, and maintain the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives. Key Responsibilities: 1) Design and Configuration: a) Design, document, and implement contact flows using the AWS Connect to ensure optimal and dynamic call routing based on business requirements. b) Utilize Amazon Connect to develop and deploy chatbots and conversational AI for automated customer interactions within Connect contact flows. c) Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles. 2) Metrics and Reporting: a) Ensure all metrics required for Key Performance Indicator (KPI) management are collected and available within AWS Connect. b) Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight for business units to monitor team performance. c) Regularly review usage data from Amazon Connect's cloud monitoring tools, such as Amazon CloudWatch, and report findings to the supervisor. 3) Outbound Campaigns and Surveys: a) Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows. b) Ensure campaigns comply with relevant regulations, including managing caller ID settings, call times, and contact attempts. 4) Integration and Optimization: a) Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services. b) Continuously review and enhance designs based on feedback to improve operational efficiency, reliability, and availability of the contact center. 5) Security and Compliance: a) Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect comply with District, OCIO, and relevant security controls. b) Apply appropriate change control and configuration management processes for all modifications to the production environment. 6) Troubleshooting and Support: a) Identify and resolve technical issues related to the AWS Connect environment, providing timely updates to the supervisor. b) Implement system revisions to maintain and improve overall performance. Education: Engineering, or a related field or The equivalent combination of education and successful work experience Qualifications: • Amazon Connect CCaaS Hands on experience, not AWS infrastructure. • Hands on AWS CI/CD experienceto deploy code and customize AWS connect services. • AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform. (Preferred) • A minimum of 3 years Hands-on experience with Amazon Connect and other AWS cloud services is essential. • Experience with scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities. • Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration. • In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management. • Demonstrated experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management. • Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3. • Strong understanding of workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem. • Proven ability to work effectively with cross-functional teams, including IT project managers, business analysts, security staff, and business leaders. • Effective communication skills for gathering requirements, providing technical explanations, and collaborating with stakeholders. Skill Required /Desired Amount of Experience Candidate Experience Hands on experience w/ Amazon Connect CCaaS, not AWS infrastructure Required 0 Hands on AWS CI/CD experience to deploy code and customize AWS connect services Required 0 Hands-on experience with Amazon Connect and other AWS cloud services is essential. Required 3 Years Scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities. Required 0 Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration. Required 3 Years In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management. Required 0 Demonstrated experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management. Required 0 Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3. Required 0 Workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem. Required 0 Bachelor's degree in Computer Science, Information Technology Engineering or a related field; The equivalent combination of education and experience Required 0 AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform Highly desired 0

Position : Senior Salesforce Developer (LWC/Aura Required) Location : Remote Duration : Long Term Job Description: 75% of this role involves programming, using Apex, Salesforce lightning component (AURA/LWC), JavaScript, and other development languages and tools once fully onboarded. Develop Lightning components both by writing custom LWC in JavaScript with Aura framework and within the Salesforce Lightning Design System, maintaining fluency with Apex, Salesforce query, and Salesforce Search language (SOQL and SOSL). Support the Product Owner in gathering requirements by providing solution options and highlighting dependencies with the existing implementation. Oversee the end-to-end architecture of the Salesforce Platform Salesforce Service Cloud, Experience Cloud (Portals), and Tableau CRM and integrations. Develop and configure solutions using Salesforce functionality/Lightning Components (AURA and LWC), APEX, Visualforce Pages, SOQL, and SOSL etc. Review and provide feedback on technical implementations and documents and ensure that Salesforce best-practices and standards are followed Collaborate with junior developers to perform code reviews and provide feedback. Create and maintain technical documentation including process documentation, naming and commenting conventions and Salesforce policies/procedures. Mentor and provide guidance to development team members, sharing best practices and participating in code reviews as requested. Participate in the full application life cycle end to end, including design/requirements, development, testing, and deployment. Assist in identifying, troubleshooting, and resolving defects encountered during various stages of project delivery, including during the deployment and implementation of the solution in production environments. Collaborate with Solutions Architects, Development Manager, Development Team, Business Analysts, CMS, and other Agile team members to solve complex policy and system integration involving activities across several Salesforce Orgs. Please Note: Candidate must be available to work M-F 9AM-5PM Eastern Standard Time (EST) and will be expected to actively attend and participate in DAILY meetings. If they cannot attend daily meetings, they cannot take this position. We cannot accept candidates who are working on side-projects or other part-time roles. This full-time position is 100% remote. Candidate may need to work off-hours for deployment support, but this will be pre-arranged. Candidate must have lived in the United States at least three (3) out of the last five (5) years. Possess Valid Salesforce Platform Developer I Certification - Certification will be validated in Trailhead. Possess Valid Salesforce Platform Developer II Certification - Certification will be validated in Trailhead. Required Experience: 10+ years of hands-on programming/custom coding experience with Salesforce platform, requiring LWC AND Apex. Experience should also include: SLDS, Visualforce, Triggers, Batch classes, SOQL, SOSL and declarative platform tools (Flows, Process builder, Lightning App Builder, etc.). 3+ years of hands-on experience leading implementation of custom solutions on the Salesforce platform in Lightning and have expert level working knowledge on major technologies, data modeling, integration, and data migration. Required Technical Skills: Extensive understanding of best practices, Architecture, Design, Development, Administration, and security model. Working knowledge and experience with complex business systems integration, such as with Copado, as well as object-oriented design patterns and development. Extensive understanding of Salesforce Service Cloud and Experience Cloud (Communities) development and customization. Experience with SFDC specific IDE and version control configurations (Github, BitBucket) for Salesforce development (VS Code, IntelliJ, SFDX) Required Skills and Abilities: Strong communication skills with the ability to present ideas to various levels/skillsets, both internally and externally. Provide technical assistance and end user troubleshooting for bug fixes, enhancements, and "how-to" assistance. Ability to multitask between multiple projects and both business and technical stakeholders. Preferred Skills: Hands-on experience with Continuous Integration/Continuous Development (CI/CD)/Copado Extensive understanding of HTML, CSS, XML, JavaScript, jQuery and Bootstrap. Experience in development of Web Services (SOAP and REST) Healthcare Service Industry or Center for Medicare and Medicaid Services (CMS) experience Experience working with JIRA, Confluence, and SharePoint Experience with infrastructure in a cloud environment (AWS preferred) Experience with Agile methodologies and frameworks such as, but not limited to: SAFe, Scrum, Kanban Certified SAFe Agilist, SAFe Practitioner or other Agile certification(s)