Job Description:

Vice President, Architecture for Contact Center Build Strategy, Enterprise Contact Center

At Fidelity, our Contact Centers are an essential way for customers and clients to interact with the right Fidelity associate for their financial goals, needs, and questions. As part of its overall cloud and technology transformation, Fidelity’s Enterprise Customer Contact Center (EC3) organization is actively working to transform how our Contact Centers will support the future needs of our business teams, their associates, customers and clients.

As Vice President, Architecture for Contact Center Build Strategy you will define capabilities, solutions, patterns, standards, and guidelines related to the Fidelity Contact Center and the Associate Desktop Experience. You will work closely with EC3 Product and Technology leads, key business stakeholders, and other architects leading related capabilities.

The Expertise and Skills You Bring

• 15+ years of proven experience in an architecture or engineering role with 7+ years of experience as a lead solution architect and technology leader in large enterprise contact centers.

• You have in-depth experience analyzing business requirements, designing end-to-end contact center solutions, and developing technology roadmaps.

• You have deep knowledge of telephony, interexchange carrier (IXC) systems, and intelligent cloud-based edge networking capabilities that provide toll free calling services to large enterprise contact centers with resilient cloud infrastructure.

• You have deep knowledge of contact center platforms such as Genesys, Cisco, Avaya, Amazon Connect, Nice CXone, CCaaS solutions, Infrastructure as Code and related tools, and CRM systems.

• You have experience implementing and optimizing omnichannel strategies including voice, chat, SMS, and email to enhance customer engagement.

• You have modernization experience for contact center self-service experiences (IVR to IVA), and intelligent contact routing across channels and services.

• You have technical integration experience to ensure end-to-end contact center capabilities are deployed seamlessly throughout the customer and agent experience including infrastructure, channels and services, self-service, intelligent routing, agent desktop and agent assistance, workforce engagement as well as new emerging capabilities.

• You are able to provide guidance and mentorship to technical teams and collaborate with stakeholders across the company to ensure architecture deliverables enable a successful deployment solution.

• You are an experienced architect designing and supporting enterprise level infrastructure using public cloud technologies with Amazon, Google, and/or Azure.

• You demonstrate excellent communication, interpersonal and relationship building skills with which you influence decisions and engage across Fidelity and at all levels of the organization.

• You have a passion for solving complex problems and a track record of delivering innovative solutions for solving them.

The Value You Deliver

• Delivering and maintaining Contact Center and EC3-related capabilities, solutions, solution architectures, patterns, standards, guidelines, and specifications for the Fidelity Blueprint.

• Supporting and enabling technology Product and Chapter Leaders to deliver increased value to our customers and operations associates.

• Measuring performance through established objectives and metrics that deliver agreed upon business, technology, and people results.

• Partnering with agile product area leaders, chapter area leaders, agile team leads, and architects to develop platform designs and solution roadmaps.

• Ensuring the solutions that are delivered meet high standards for quality, performance, and scale.

Company Overview

At Fidelity, we are focused on 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. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

The base salary range for this position is $140,000-285,000 USD per year.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.

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.

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

Certifications:Category:Information Technology