Principal Software Engineer, Contact Center Digital Engagement Services

Fidelity Investments

Principal Software Engineer leading the design and development of cloud-native platforms for contact center digital engagement services. Building event-driven systems and ensuring high-quality customer interactions.

Posted 7/11/2026full-timeDurham • New Hampshire, North Carolina, Texas • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

CloudJavaMicroservicesSpringSpring BootSpringBoot

About the role

Key responsibilities & impact

Lead the design and development of next-generation Contact Center Digital Engagement Services
Build modern, cloud-native, event-driven platforms for customer interactions
Translate business needs into scalable, high-throughput systems
Design and develop contact center components using open-source communication frameworks
Engineer IVR systems with speech recognition and conversational AI integrations
Build APIs, microservices, and real-time processing capabilities
Partner with platform engineering, QA, and operations to deliver secure, reliable solutions
Play a key role in migrating legacy systems to open-source, cloud-native platforms
Advance CI/CD, automated testing, and infrastructure-as-code practices

Requirements

What you’ll need

10+ years of software engineering experience delivering enterprise-scale systems
5+ years of hands-on experience with Java and Spring Boot in production environments
Proven ability to define and implement architecture for complex backend systems
Experience with real-time communication technologies (WebSockets, Server-Sent Events, SIP, RTP)
Strong experience building cloud-native applications using microservices, containers, CI/CD pipelines
Hands-on experience using AI-assisted development tools
Deep understanding of secure engineering practices
Strong ability to evaluate technical tradeoffs and make pragmatic architectural decisions
Experience defining engineering standards across code quality, API design, testing, observability, and deployment practices
Demonstrated ownership of features end-to-end
Proven ability to mentor engineers

Benefits

Comp & perks

Health insurance
Professional development opportunities
Remote work options
Flexible work arrangements
Paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Software EngineeringAPI DevelopmentIVR Systems EngineeringEvent-Driven ArchitectureAutomated TestingInfrastructure-as-CodeSpeech RecognitionConversational AITechnical Tradeoff EvaluationCode Quality Standards

Soft Skills

MentoringOwnershipCollaboration