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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

Location

• Durham, NC

Team

• Technology

Experience Level

Director

Job Description:

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 FreeSWITCH. 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.

Key Responsibilities

• 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 FreeSWITCH.
• 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 FreeSWITCH 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 FreeSWITCH and Kamailio.
• Deep understanding of FreeSWITCH architecture and hands-on experience configuring, extending, embedding or integrating FreeSWITCH in production systems
• Deep understanding of Kamailio architecture and SIP-routing configuration.
• Experience integrating Kamailio with FreeSWITCH 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 experience with AI-assisted software development tools to accelerate implementation, 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 reliability improvements.

Preferred Qualifications

• Experience developing or modifying native FreeSWITCH modules or extensions in C or C++
• Experience building or operating a large-scale CCaaS, CPaaS, UCaaS, or carrier voice platform.
• Experience building voice capabilities for contact center workflows.
• Experience with telcom fraud protection, STIR/SHAKEN, call authentication, and abuse prevention controls.
• Experience with voice analytics, speech recognition, text-to-speech, real-time transcription, media streaming, or AI enabled voice applications.

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Benefits that balance life and work

• From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.

Company overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.

Reasonable accommodations

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.

Equal opportunity employer

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Applicant screening

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

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