VP of Engineering, 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 platform .   We are hiring the founding VP of Engineering to lead delivery of Fidelity's   Workforce Management platform from its current design stage through   General Availability and beyond.   You will   stand up the engineering organization, set delivery cadence and quality bar, and be personally accountable for the program's   delivery   landing on time and in production. You will work in close partnership with   architecture,   the Contact Center engineering   teams ,   product   stakeholders , business units , and   the   program office .  

Key Responsibilities  

• Own end-to-end engineering delivery for the   Fidelity’s   WFM   platform   initial general availability and future roadmap .  

• Build and lead the WFM engineering organization: hire, structure, and manage engineering teams  

• 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, compli ance, and production support readiness  

• Establish   engineering standards for cloud-native develop ment, 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 team s  

• 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 r hythms, 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 .  

• S trong people leadership: hiring, org design, and running engineer i ng 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   W orkforce 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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