Vice President, Software Engineering - Contact Center Platform

Job Description:

Vice President of Engineering – Contact Center Platform

Note: Fidelity will not provide sponsorship for this role.

The Role

The Enterprise Contact Center Technology organization is seeking a Vice President of Engineering to lead the vision, strategy, and execution of Fidelity’s next-generation, omni-channel contact center platform. This platform is a critical enterprise capability, built primarily on open-source technologies to reduce commercial dependency while maximizing scalability, resiliency, and speed of innovation at scale.

In this role, you will provide executive leadership for multiple engineering teams and leaders responsible for the design, delivery, and operation of core contact center capabilities, including call routing, queuing, reporting, workforce management, and advanced IVR across voice, chat, and digital channels. You will own the long-term architectural roadmap, establish enterprise engineering standards, and guide the adoption and evolution of platforms and technologies such as Asterisk, FreeSWITCH, Kamailio, WebRTC, SIP, RTP, Matrix, Rocket.Chat, and conversational AI solutions.

You will operate as a strategic partner to senior technology executives, business leaders, operations, risk, and compliance teams to ensure the platform enables business outcomes, regulatory requirements, and best-in-class customer and associate experiences. The role includes executive accountability for large-scale transformations from legacy contact center systems to modern, cloud-native architectures; portfolio-level prioritization and investment decisions; and platform reliability, security, performance, and availability in a 24x7 operating environment. You will also champion engineering excellence through mature DevOps practices, CI/CD automation, infrastructure-as-code, operational efficiency, and continuous improvement.

The Expertise and Skills You Bring

• 15+ years of IT experience, including senior technology leadership roles with enterprise-wide responsibility.

• Proven success leading large, globally distributed engineering organizations delivering mission-critical contact center or real-time communications platforms.

• Deep domain expertise in contact center technologies, including IVR, workforce management, omni-channel routing, and customer interaction platforms.

• Strong technical foundation in telephony and real-time communications, including SIP, RTP, PBX, VoIP, and open-source voice platforms, with the ability to guide architectural decisions at scale.

• Demonstrated leadership in defining and governing cloud-native, microservices-based platforms and API ecosystems across the enterprise.

• Experience driving adoption of speech recognition, conversational AI, and real-time data platforms to enhance customer and associate experiences.

• Executive-level understanding of DevOps, CI/CD, production operations, resilience engineering, and cost optimization in highly regulated, always-on environments.

• Exceptional leadership, communication, and influence skills, with a track record of translating complex technology strategy into measurable business impact.

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.

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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.