Director of Engineering, Voice Platform (Individual Contributor)

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., * 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.

• 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., * 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.