Job Description:

The Role

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, and their customers and clients. To support the EC3 mission, we are looking for an architectural leader to collaborate broadly to help define the next generation Contact Center architecture and strategy for how we transform Fidelity’s Contact Center capabilities. In this role, you will lead a small team of architects to define capabilities, solutions, patterns, standards, and guidelines related to the Fidelity Contact Center. To do so, you will need to 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

• Bachelor’s or Master’s degree in a technology related field (e.g., Engineering, Computer Science) required

• Demonstrated technology and personal leadership experience in architecting, crafting and successfully building highly scalable solutions (preferably some with Contact Center focus)

• Proven experience in architecting solutions using public cloud technologies, particularly AWS (Amazon Web Services) and Azure

• Proven experience in building and leading teams, particularly leading and mentoring architects, and/or engineers in a highly matrixed organization

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

• Enterprise-scale expertise in call/contact centers, and/or proven ability to attract and retain talent that provides these skills to Fidelity

• Solid experience in leading architecture within Agile delivery methodologies (Scrum and Kanban)

• Ability to effectively collaborate and partner with business domain leads, data scientists, product owners, other architects, and functional leads to deliver world class Contact Center solutions

• Proven ability to integrate solution architectures into enterprise integration patterns

• Solid skills to encourage confidence, build executive presentations and guide strategic discussions with technology and business partners

• Ability to understand and adapt to changing business priorities and technology advancements

• Willingness to partner effectively with technology and business partners across the firm

The Value You Deliver

• Define and lead architecture for the Enterprise Contact Center domain

• Evaluate tools and technologies and recommend appropriate implementation patterns consistent with Fidelity’s common solutions and patterns

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

• Collaborate with EC3 Product and Technology leads, key business stakeholders, and other architects on technology, strategy, and business considerations

• Collaborate with enterprise data architects in establishing and adhering to enterprise data standards

• Chair an architecture council made up of other architects, EC3 Product and Technology leads, and business leaders to recommend and review technical and strategic direction for the future contact center

• Lead team in performing evaluations and/or POCs (proof of concepts) for Contact Center efforts

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.

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