Director of Engineering, WFM Operations Research (Individual Contributor)

About this role

Job Description:

Note: Fidelity will not provide immigration sponsorship for this position.   The Role  

Fidelity is building a modern, in-house Workforce Management (WFM) platform .   You will own and build   a constraint-solver foundatio n   for the Contact Center Workforce Management schedule optimization engine   leveraging a CP-SAT/OR-Tools engine   at   enterprise scale and reliability .   This rol e   is deeply a hands-on role ,   you will   design, develop, and implement advance optimization models and algorithms to solve complex workforce planning and scheduling pro blems.   

Key Responsibilities  

• Research, design, and develop optimization models for contact center workforce planning, scheduling and resource   allocation.  

• Design and implement   the   schedule optimization engine using OR-Tools/CP-SAT   

• Own the constraint model end to end: formalize business rule into a solvable, maintainable model.  

• Build the production-grade solver   as a service within the WFM platform that meets latency targets for   real   forecast group volumes  

• Define and validate schedule quality metrics (coverage attainment, constraint violations, solve time, solution stability across re-solves) and instrument the service so quality can be monitored in production .  

• Build and execute tests   and validation of optimization algorithms to deliver performance, scalability, and accuracy  

• Collaborate with architects and engineering teams to integrate optimization models into an enterprise-grade optimization engine of the workforce management platform.  

• Effectively c ommunicate and present findings, methodologies, and results   to engineering and business stakeholders .  

• Partner with workforce-planning and real-time-analyst stakeholders to validate that generated schedules are operationally usable .  

Required Qualifications  

• Bachelor’s   of   master’s degree in operations research , Mathematics, Computer Science, or a related field.  

• 5+ years of experience in applying operations research techn iques to real-world problems  

• Hands-on production experience with OR-Tools, CP-SAT, or a comparable constraint-programming / mixed-integer-programming solver.  

• Strong foundation in linear programming, integer programming , or stochastic optimization .  

• Proficiency in   Java, Python , or C++ .  

• Experience with cloud platforms such as AWS, GCP, or Azure.  

• Experience working with large datasets and solving large scale optimization problems.  

• Direct experience modeling and solving workforce or resource scheduling problems .    

• Working knowledge of W FM domain .  

• Knowledge of distributed systems and   event-driven architecture  

Preferred Qualifications  

• Prior experience building scheduling or optimization capability at a WFM   SaaS provider   or a large in-house contact center operations team.  

• Familiarity with other solver technologies (e.g.,   Gurobi , CPLEX,   OptaPlanner ).  

• Experience   in   applying ML, AI , or Data Science  

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.

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