Vice President, Software Engineering

• Own the engineering vision, architecture, roadmap, execution, and production accountability for Fidelity’s Contact Center Core engineering organization.
• Build and lead a high-performing global engineering team.
• Define and deliver the engagement orchestration layer that coordinates customer journeys across voice, chat, email, secure messaging, routing, agent workflows, supervisor workflows, and integrated enterprise systems.
• Partner and collaborate closely with Contact Center platform engineering teams, architecture, product, operations, security and business stakeholders.
• Partner with product team and business units to align the technology roadmap to measurable business outcomes, including customer experience, associate productivity, operational efficiency, service quality, compliance, and platform scale.
• Drive architecture decisions across sevice boundaries, domain models, APIs, event workflow state, interaction lifecycle, reporting data flows, integration patterns, and extensibility models.
• Build and govern integration patterns for critical Fidelity business systems, ensuring reliability, consistency, data integrity, and operational scalability.
• Establish engineering standards for cloud-native development, real-time systems, distributed service design, API quality, event-driven architecture, testability, observability, deployment safety and operational excellence.
• Communicate effectively with senior leadership, technology leaders, product teams, and business stakeholders on strategy, delivery progress, risks, tradeoffs, and investment needs.
• Create a culture of ownership, technical excellence, customer obsession, high accountability, and measurable business impact.

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Category:

Information Technology

Fidelity is building its next generation contact center platform to deliver intelligent, reliable and seamless customer engagement across voice, digital, self-service, and enterprise business workflows. We are looking for a Vice President of Engineering to build and lead the engineering organization responsible for the contact center core engagement orchestration layer and share contact center primitives that power Fidelity’s omnichannel customer and associate experiences.

You will own the engineering strategy, architecture, delivery and operational excellence for the core capabilities of Fidelity’s contact center platform, including agent, supervisor, and administrator experiences.

This is a senor engineering leadership role for a hands-on technical executive who can operate at multiple levels: building a global engineering organization, setting architecture direction, aligning technology investments to business outcomes, partnering with product and business stakeholders, and driving execution across complex real-time cloud-native systems.

The successful candidate will bring deep experience in CCaaS, customer experience platforms, real-time applications, workflow orchestration, distributed systems, and enterprise-scale software delivery.