VP of Engineering, Workforce Management

• Partner with architecture to translate the target architecture into engineering execution

• Ensure WFM services are designed and operated with strong service ownership, clear SLOs, observability, resilience, security, compliance, and production support readiness

• Establish engineering standards for cloud-native development, distributed service design, API quality, event-driven architecture, testability, observability, deployment safety, and operational excellence.

• Report delivery status, risk, and trade-offs directly into the senior-leadership, and escalate scope or timeline risk early and clearly.

• Represent WFM engineering in cross-program planning with the Contact Center engineering teams

• Create a culture of ownership, technical excellence, customer obsession, high accountability, and measurable business impact

Required Qualifications

• 15+ years of software engineering experience, with significant experience in building enterprise scale SaaS

• 7+ years of engineering leadership experience

• Track record in building and leading global engineering organizations across multiple geographies, with strong operating rhythms, clear accountability, and high-performance execution.

• Strong understanding in Workforce management for Contact Centers

• Hands-on familiarity with constraint-based optimization or operations-research approaches to scheduling (OR-Tools, CP-SAT, or comparable solvers)

• Technical Experience and proficiency in Java

• Experience in development and operations of software in AWS

• Proficiency with CI/CD toolchains and Infrastructure as Code

• Experience building or operating cloud-native, distributed systems, real-time applications, APIs, event-driven architecture, streaming, workflow orchestration, and scalable data services.

• Strong production ownership mindset with experience operating mission-critical services, defining SLOs/SLIs, managing incidents, driving reliability improvements, and improving operational maturity.

• Strong people leadership: hiring, org design, and running engineering teams against aggressive, milestone-driven timelines.

• Hands-on experience with AI-assisted development to accelerate development lifecycle.

• Strong executive presence and communications skills, with the ability to explain complex technical strategy, delivery tradeoffs, platform risks, and investment priorities to senior leadership.

• Comfort operating in a regulated financial-services environment, including its expectations around data handling, change control, and auditability.

Preferred Qualifications

• Prior significant experience in building Workforce Management software for contact centers.

• Experience with large-scale financial services, regulated enterprise environments, or other high-trust domains.

• Experience with AI-enabled Workforce management or Workforce Optimization

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

Category:

Information Technology

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.