Vice President

Head of Enterprise Contact Center Platforms Architecture

Vice President, Architecture Chapter Leader, Enterprise Contact Center Platforms

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.To support the EC3 mission, which is a ‘top 25’ initiative, we are looking for an architecture leaderto help define the next generation Contact Center architecture and strategy enabling the transformation of Fidelity’s Contact Center capabilities. As the Vice President and Architecture Chapter Leader, you will lead a team of architects to 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 Contact Center Chapter Leader will also serve as the Capability Domain Lead Architect for the Contact Center Management capability within the Fidelity Blueprint, ensuring integration of both the capabilities and solutions with all related capabilities.

The Expertise and Skills You Bring

• 10+ years of experience in defining and delivering application architectures, strategies and solutions.

• 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.

• Experience leading, coaching, mentoring, and developing people and teams.

• You have experience with enterprise contact center platforms including voice and interactive voice response technology. 

• Experience with enterprise user experience strategy.

• Expertise in evaluating, prototyping, and recommending emerging technologies and platforms from suppliers or the open-source community.

• Expertise with build vs. buy solution options. 

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

• You are an experienced architect designing and supporting enterprise level infrastructureusing public cloud technologies, particularly AWS and Azure.

• Agile leadership experience required.

• B.S. in Computer Science preferred.

The Value You Deliver

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

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

• Influencing strategic decisions and priorities related to your domain of expertise and removing impediments to deliver value.

• Enabling the delivery of a unified associate experience through common technology.

• 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 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 experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process. Please email us at accommodations@fmr.com or call 800-835-5099, prompt 2, option 2 if you would like to request accommodation.