Senior Software Engineer

Job Description:

The Role

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 Expertise & Skills You Bring

• 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.

Preferred Qualifications

• 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).

The Team

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.

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