Senior Software Engineer

Are you passionate about building innovative products that transform customer experiences? We are seeking a Senior Software Engineer to join our Contact Center Platform Engineering team. In this role, you will design, develop, and deliver enterprise-scale Workforce Management application 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 key technical contributor, you will help shape architectural decisions and deliver high-quality, scalable solutions using Java/Spring Boot and React. You will collaborate closely with product owners, architects, and cross-functional engineering teams to build the next generation of contact center technology, while also mentoring developers and contributing to engineering best practices and technical strategy.

The Contact Center Platform Engineering team develops and maintains the platforms that power Fidelity’s contact center ecosystem, enabling seamless, high-quality interactions across millions of customer engagements. We build and support systems spanning agent desktops, routing platforms, IVR capabilities, real-time service experiences, and Workforce Management.

Our team operates in a fast-paced, highly collaborative environment where innovation, ownership, and customer obsession are central to our success. Engineers on this team play a critical role in shaping the future of contact center technology while delivering resilient, scalable solutions that directly impact customer experience.

For more like this search #SWE

• Experience with Apache Kafka or similar streaming platforms.
• Working knowledge or experience in Workforce Management domain.
• Familiarity with SIP, WebRTC, and CTI protocols.
• Familiarity with test automation frameworks (Junit, Jest, Playwright, React Testing Library).
• Knowledge of accessibility standards (WCAG) and responsive design.
• Previous experience mentoring junior engineers.
• Experience operating in a service ownership model (full lifecycle responsibility).
• Experience with cloud platforms (AWS, Azure, GCP).

• 5+ years of experience in software development with a focus on full stack engineering.
• Strong proficiency in Java and Spring Boot for backend development.
• Proficiency in React (or modern JavaScript frameworks) for building responsive, component-based UIs.
• Experience with REST API design and development.
• Demonstrated experience designing and building distributed systems.
• Working knowledge of event-driven architecture patterns.
• Strong understanding of software engineering fundamentals: design patterns, automated testing, observability, and CI/CD.
• Strong understanding of secure engineering practices (authentication, authorization, encryption, secrets management, secure service communication).
• Proficiency with RDBMS or NoSQL databases.
• Experience with Agile/SAFe development methodologies.
• Hands-on experience using AI-assisted development tools (e.g., GitHub Copilot, Claude Code, OpenAI Codex) in real engineering workflows.
• Ability to contribute to design discussions, perform code reviews, and mentor junior developers.
• Excellent problem-solving skills and ability to work independently.
• Strong communications skills and ability to collaborate across teams.
• Bachelor's degree in computer science, Engineering, or equivalent experience.

Information Technology