Job Description
Principal Systems Engineer
Come and join our team that provides Fidelity with world-class capabilities and services connecting our associates to millions of participants, members, and customers. We are an agile scrum team responsible for the Contact Center platform and engineering, which provides voice, email, and web chat communication channels. Continual improvement is essential, requiring associates who are curious, innovative, and obsessed with customer and associate experiences. We pride ourselves on engineering excellence, a team-first attitude, and delivering value to the organization. The platform serves over 20M clients and handles more than 35M customer interactions annually, operating 24x7.
The current contact call center platform uses Genesys and Amazon Connect. Candidates with other contact center experience or an SRE background interested in learning and exploring solutions are encouraged to apply.
Expertise We’re Looking For
* Minimum 8 years experience in voice/telephony
* Strong leadership and organizational skills
* Excellent communication, presentation, problem-solving, and analytical skills
* Expertise in Agile (Scrum, Kanban), software design, development, testing, and operational automation
* Ability to work independently in high-pressure, high-visibility situations within tight deadlines
* Understanding of enterprise-scale platform architecture, including high availability and business continuity
* Familiarity with data communication protocols: HTTP, SIP, TLS/SSL, TCP/IP, SNMP, LDAP, RDP, SDP
* Experience with Docker, container-based development, and deployment practices
* Experience with CI/CD pipelines, uDeploy, and/or Ansible
* Proficiency in managing and tuning Linux operating systems
* Knowledge of VoIP, SIP, and data networking
* Ability to provision new services, providing cost-effective telecommunications solutions
* Experience with softphone software installation, configuration, troubleshooting, system backups, and reboots
* Strong documentation skills for processes and procedures
* Ability to troubleshoot, perform unit testing, quality assurance, and support user acceptance testing
* Experience supporting 24/7 production environments
Skills You Bring
* Ownership and accountability for results
* Team collaboration in a fast-paced environment
* Ability to create clean, testable code
* Continuous improvement mindset
* Problem-solving skills and ability to simplify complex issues
* Passion for automation and learning new technologies
* Ability to translate architectural standards into application design
* Excellent facilitation, influencing, negotiation, and communication skills
Value You Deliver
* Guidance and oversight in design and implementation, adhering to standards
* Enhancing delivery speed, code quality, and platform stability
* Ownership of all delivery aspects within autonomous teams
* Simplifying complex systems through refactoring and standardization
* Supporting operational stability and proactive monitoring
* Leading incident and crisis management support
* Leading initiatives and ensuring compliance with governance policies
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Category: Information Technology
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