Director of Engineering, WFM Operations Research; Individual Contributor

Director of Engineering, WFM Operations Research (Individual Contributor) Location

• Durham, NC

• Technology

Director

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 foundation for the Contact Center Workforce Management schedule optimization engine leveraging a CP-SAT/OR-Tools engine at enterprise scale and reliability. This role is deeply a hands‑on role, you will design, develop, and implement advance optimization models and algorithms to solve complex workforce planning and scheduling problems.

• 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 communicate 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.

• Bachelor’s of master’s degree in operations research, Mathematics, Computer Science, or a related field.
• 5+ years of experience in applying operations research techniques 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 WFM domain.
• Knowledge of distributed systems and event‑driven architecture

• 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, Opta Planner).
• 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.

Information Technology

From our fully paid parent leave to our on‑site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the…