VP of Engineering, Workforce Management

Fidelity is transitioning to a full-time onsite working model in phases by region and role. See job description for more information.

Onsite

• Durham, NC

• Technology

Vice President

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

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.

• 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, 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 elevate 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

• 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 tool chains 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 trade-offs, 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.

• 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.…