Job Description:
Principal Software Engineer – Tech Lead - Contact Center Platform Engineering
Are you passionate about building innovative products that transform customer experiences while leading high-performing engineering teams? We are seeking a Principal Software Engineer to join our Contact Center Platform Engineering team. In this role, you will provide technical and engineering leadership for the design, development, and delivery of enterprise-scale Workforce Management applications that power Fidelity's contact center operations, enabling associates to provide exceptional service to millions of customers across voice, chat, and digital channels.
As a Principal level Tech Lead, you will partner closely with Product Management, Architecture, Quality Engineering, and Platform teams to shape the technical strategy, execution roadmap, and engineering practices for Workforce Management. You will lead and mentor a team of engineers while remaining deeply engaged in architecture, design, and delivery decisions.
The successful candidate will combine strong people leadership, technical depth, and product engineering expertise to drive engineering excellence, influence technology direction, and deliver scalable, resilient, and secure solutions that support Fidelity's evolving contact center ecosystem. Drawing on experience with modern software engineering practices and AI-assisted development tools, you will help establish a high-performing engineering culture focused on innovation, ownership, quality, and continuous improvement.
The Expertise & Skills You Bring
Bachelor's degree in Computer Science, Engineering, or equivalent experience.
10+ years of software engineering experience, including experience building and operating large-scale enterprise applications.
3+ years of experience leading engineering teams, technical initiatives, or large-scale product deliveries.
Strong proficiency in Java and Spring Boot for backend development.
Strong understanding of React or modern JavaScript frameworks and front-end architecture.
Experience designing and building distributed systems and microservices architectures.
Strong understanding of event-driven architectures and asynchronous communication patterns.
Experience designing, developing, and operating REST APIs and service-based platforms.
Deep understanding of software engineering fundamentals, including design patterns, testing strategies, observability, CI/CD, and operational excellence.
Strong understanding of secure software engineering practices including authentication, authorization, encryption, secrets management, and secure service communication.
Experience with relational and NoSQL databases.
Experience with Agile/SAFe development methodologies.
Hands-on experience using AI-assisted development tools such as GitHub Copilot, Claude Code, or OpenAI Codex in engineering workflows.
Proven ability to lead technical discussions, influence architectural decisions, and align stakeholders across engineering, architecture, and product organizations.
Strong communication, collaboration, and leadership skills.
Ability to build, mentor, and develop high-performing engineering teams.
Preferred Qualifications
Experience with Apache Kafka or other event streaming platforms.
Experience building products or platforms in the Workforce Management domain.
Familiarity with Contact Center technologies, including SIP, WebRTC, CTI, routing platforms, and agent desktop solutions.
Experience operating services in cloud environments such as AWS, Azure, or GCP.
Experience leading engineering teams through platform modernization and cloud transformation initiatives.
Familiarity with test automation frameworks such as JUnit, Playwright, Jest, and React Testing Library.
Knowledge of accessibility standards (WCAG) and responsive application design.
Experience implementing service ownership and full lifecycle accountability models.
Experience managing globally distributed engineering teams.
Leadership…