Director, Software Engineering- Contact Center Platform

Job description

Job Description: Director of Engineering – Contact Center Platform Note: Fidelity will not provide sponsorship for this role. The Role: The Enterprise Contact Center Technology team is seeking a Director of Engineering to lead the strategy, architecture, and delivery of our next-generation, omni-channel contact center platform. This platform is built primarily on open-source technologies, minimizing reliance on commercial software while enabling scalability, resilience, and rapid innovation across the enterprise. In this role, you will provide technical and organizational leadership for teams responsible for core contact center capabilities, including call routing, queuing, reporting, workforce management, and advanced IVR across voice, chat, and digital channels. You will set architectural direction, establish engineering standards, and guide the integration of critical technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, and Rocket.Chat, as well as speech recognition and conversational AI solutions. You will partner closely with senior technology leaders, product management, operations, and business stakeholders to align platform capabilities with enterp...