Principal, Full Stack Engineer - Tech Lead - Contact Center, Galway

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 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.

• Successfully lead the engineering delivery of the Workforce Management platform.
• Build a high-performing, engaged engineering team.
• Influence technical direction across Contact Center Platform Engineering.
• Deliver scalable, secure, and resilient solutions that improve customer and associate experiences.
• Reduce technical complexity while improving engineering quality and delivery confidence.
• Establish engineering practices that enable predictable, sustainable product delivery.
• Foster a culture of innovation, ownership, and continuous improvement.

Category

Information Technology

• 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 Responsibilities

• 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.

• Define and drive the technical vision and engineering strategy for Workforce Management platforms.
• Partner with Architects to evaluate solution options and establish long-term technical direction.
• Lead architecture and design reviews, ensuring solutions meet scalability, reliability, security, and operational requirements.
• Drive engineering standards, development practices, and quality expectations across the team.
• Champion modernization efforts, reduce technical debt, and simplify platform complexity.
• Lead production incident reviews, root cause analysis, and continuous improvement initiatives.

• Lead, coach, and develop a team of engineers through mentorship, career development, and performance management.
• Create an environment that promotes innovation, accountability, inclusion, and continuous learning.
• Support hiring, onboarding, and organizational growth initiatives.
• Foster engineering excellence through regular feedback, technical coaching, and knowledge sharing.

• Partner with Product Management to translate business priorities into executable technical roadmaps.
• Collaborate with Architecture, Quality Engineering, and Platform Engineering to ensure successful delivery outcomes.
• Assess technical feasibility, identify risks, and drive informed trade-off decisions.
• Provide transparency into delivery progress, technical challenges, and dependencies.
• Balance feature delivery, technical investment, operational stability, and long-term maintainability.

• Champion automation, observability, quality engineering, and operational excellence practices.
• Promote responsible adoption of AI-assisted engineering capabilities to improve developer productivity and solution quality.
• Establish metrics and continuous improvement practices that enhance delivery predictability and system reliability.
• Develop future technical leaders and strengthen the engineering talent pipeline.