VP of Engineering, Contact Center

Job Description:

The Role
We are hiring multiple Vice Presidents of Engineering to lead critical domains within our Contact Center technology organization, including Voice Platform, Core Platform, and Reliability & Quality Engineering. Each role will own a distinct but highly interconnected area, collectively driving the end-to-end strategy, scalability, and operational excellence of our contact center ecosystem.

These leaders will shape the future of a highly available, cloud-native platform that powers seamless customer experiences at scale. Working in close partnership, the VPs will align on a unified engineering vision while maintaining deep domain ownership, and will collaborate with Product, Operations, and executive leadership to deliver innovation, reliability, and business impact. Responsibilities will include:

• Define and execute domain-specific engineering strategies aligned to a shared platform vision
• Lead architecture, development, and scalability of core platform services, voice/telephony systems, or reliability and quality functions
• Oversee voice technologies (e.g., routing, IVR, real-time communications) where applicable
• Drive platform performance, resilience, and scalability to meet enterprise demands
• Establish and enforce best practices in reliability engineering, including SLAs/SLOs, observability, and incident management
• Champion a culture of quality through automated testing, performance engineering, and continuous improvement
• Ensure consistent, high-quality software delivery through Agile, CI/CD, and DevOps practices
• Build and lead high-performing engineering organizations, including senior leaders and distributed teams
• Partner cross-functionally with Product, CX, Infrastructure, and Security to align priorities and outcomes
• Collaborate closely with peer VPs to ensure seamless integration across platform components
• Manage vendor relationships and external technology partners where applicable
• Communicate strategy, progress, and risks to executive stakeholders
• The Expertise and Skills You Bring
• Strong alignment and collaboration across multiple VP-led domains
• Achievement of platform reliability, availability, and performance targets (SLA/SLO adherence)
• Reduction in incidents, defects, and mean time to resolution (MTTR)
• Scalable, extensible architecture supporting future growth and innovation
• Predictable, high-quality delivery across all engineering teams
• High-performing teams with strong engagement, retention, and leadership depth
• Measurable improvements in customer experience and operational efficiency
• Continuous advancement of automation, quality, and engineering best practices

The Team

Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants, members, and customers. The organization owns the voice, email, and web chat platforms that are foundational to Fidelity's service model and customer engagement strategy.

We are driven by a culture of continuous improvement, engineering excellence, and deep collaboration across technology and the business. As a senior leader, you will shape the culture, develop leadership talent, and ensure teams remain focused on innovation, operational excellence, and delivering long-term enterprise value.

The platform supports 20+ million clients, processes 35+ million customer interactions annually, and operates 24x7, requiring executive ownership of availability, scalability, resilience, and performance at enterprise scale.

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.

Certifications:

Category:

Information Technology