VP of Architecture, Workforce Management

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 the technical architecture   design and definition.   With   your   Workforce management   domain   expertise , you will help translate business ambition, enterprise architecture direction, product priorities and operational requirements into an executable platform strategy .   You will be responsible for shaping the target-state architecture,   defining   key platform capabilities , establishing technical guardrails, and ensuring engineering teams are building toward a scalable, resilient, secure, and extensible workforce management   platform.  

The role will partner closely with Enterprise Architecture, Security, Infrastructure, Product, Operations and Business Unit stakeholders to convert enterprise standards and strategic intent into practical architecture decisions, implementation patterns and delivery roadmap.  

The ideal candidate has deep domain expertise in contact center Workforce Management   or Workforce Optimization.  

Key Responsibilities  

• Own and lead the creation of the Workforce Management target-state architecture blueprint, including platform domains, service   boundaries , integration patterns, data flows, runtime capabilities, and non-functional requirements.   

• Establish the technical   strategy for building a modern, enterprise-grade Workforce Management platfor m .  

• Partner with product and engineering leaders to translate business capabilities into platform roadmaps, sequencing plans, and engineering execution models .  

• Ensure early architecture decisions support long-term scalability, reliability, security, and operational efficiency.  

• Sever as the senior technical authority for Workforce Management design and execution architecture .  

• Translate enterprise architecture standards into concrete engineering patterns, reference designs, and implementation guardrails.  

• Work closely with existing   enterprise architecture   organization to ensure   alignment with firmwide standards, technology direction, security requirements, and governance expectations .  

• Guide engineering teams through key   architecture   design decisions .  

• Identify architectural risks, integration complexity, sequencing issues, and platform debt early in the   development lifecycle .  

• Establish architecture review mechanisms that improve quality   and consistency without creating unnecessary delivery friction .  

• Establish patterns for high availability, fault isolation, scalability, performance, disaster recovery, and production support .  

• Promote engineering discipline through SLOs, operational metrics, DORA metrics, architecture decision records, production readiness reviews, and measurable engineering out c omes .  

Required Qualifications  

• 10+ years   of software development experience .  

• 5+ years   of experience in   Sr. A rchitecture   role .  

• High proficiency in Java .  

• Experience with Kubernetes, containerized services, API gateways, event streaming, ob servability platforms, and modern CI/CD practices .  

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

• Deep domain expertise in Workforce Management architecture :   forecasting, scheduling and schedule optimization, adherence and real-time/intraday   management for an enterprise-grade   contact center   platform.  

• Proven   experience defining target-state platform roadmaps, engineering guardrails, and modernization strategies for complex enterprise systems.  

• Experience with cloud-native architecture, distributed systems, microservices, APIs, event-driven design, observability, resiliency, and service ownership models  

• Experience with AI-assisted development to a ccelerate development lifecycle.  

• Strong judgement in balancing speed, quality, risk, enterprise governance, and long-term platform   sustainability  

• Ability to mentor senior technical leaders and create clarity across teams working on complex, interdependent platform capabilities .  

• Strong communication skills with the ability to explain and drive consensus on technical strategy, risks, and trade-offs.  

• Comfort operating in a regulated financial-services environment and its associated data, audit, and change-control expectations.  

Preferred Qualifications  

• Prior architecture role at a   Workforce Management or Workforce Optimization   SaaS provider  

• Direct experience architecting systems that use constraint-based optimization or operations-research techniques (OR-Tools, CP-SAT, or comparable solvers) at production scale.  

• 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.

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