Job Description: Principal Systems Engineer 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, which handles 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.
Our platform serves over 20M clients and processes more than 35M customer interactions annually, operating 24x7.
The current contact call center platform utilizes Genesys and Amazon Connect.
Candidates with experience in contact centers or an SRE background interested in learning and exploring other 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 Experience with Agile methodologies (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, high availability, and business continuity Familiarity with data communication protocols: HTTP, SIP, TLS/SSL, TCP/IP, SNMP, LDAP, RDP, SDP Knowledge of Docker and container deployment practices Experience with CI/CD pipelines using uDeploy and/or Ansible Proficiency in managing and tuning Linux OS Working knowledge of VoIP, SIP, and data networking Experience provisioning telecommunications services and solutions Ability to troubleshoot softphone software, perform backups, and document processes Experience supporting 24/7 production environments Skills You Bring Ownership and accountability for results Team collaboration in fast-paced environments 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 standards into application designs Strong facilitation, influencing, and communication skills Value You Deliver Design and oversee implementation in line with architecture standards Enhance delivery speed, code quality, and platform stability Own delivery aspects and help transform platform capabilities Simplify processes through refactoring and repeatability Support operational stability and proactive monitoring Lead incident and crisis management Lead sub-initiatives and ensure compliance with governance policies For more opportunities, search #SWE.
Category: Information Technology
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