Vice President, Software Engineering Contact Center, CCaaS, CX, WEM, CRM.

Job Description

The Role

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.

Key Responsibilities

• 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.

Required Qualifications

• 12+ years of software engineering experience, with significant experience building enterprise-scale SaaS, CCaaS, CX, WEM, CRM, or real-time communications applications.

• 7+ years of engineering leadership experience with 3+ years in senior leadership

• Proven experience building and leading global engineering organization across multiple geographies, with strong operating rhythms, clear accountability, and high-performance exectution.

• Strong understanding of omnichannel contact center journeys across voice, digital and CRM integrations

• Experience building high-performance REST APIs, gRPC services, and event-driven APIs.

• Strong software engineering background in Java and Spring Boot.

• Experience deploying and operating production workloads on AWS or Google Cloud.

• Experience with messaging technologies including Kafka, RabbitMQ, or equivalent.

• Experience building or operating cloud-native, real-time applications using microservices, APIs, event-driven architecture, streaming, distributed state management, workflow orchestration, and scalable data services.

• Experience designing shared platform primitives or reusable domain services that support multiple produce experiences and business workflows.

• Strong production ownership mindset with experience operating mission-critical services, defining SLOs/SLIs, managing incidents, driving reliability improvements, and raising operational maturity

• Strong executive presence and communications skills, with the ability to explain complex technical strategy, delivery tradeoffs. Platform risks, and investment priorities to senior leadership.

• Hands-on experience driving adoption of AI-assisted development tools to accelerate development lifecycles.

• Experience with technologies and patterns such as Kubernetes, Kafka, cloud eventing, distributed workflow engines, API gateways, REST APIs, WebSockets, real-time messaging, relational and NoSQL dastabases, and modern CI/CD pipelines

• Comfort operating in a regulated financial-services environment, including its expectations around data handling, change control, and auditability.

Preferred Qualifications

• Proven track record building and operating core runtime of a modern CCaaS platform.

• Experience modernizing legacy contact center, CRM, or customer engagement platforms into cloud native, composable, API-first architectures.

• Experience with development of workforce management or WEM platforms.

• Experience building workflow engines or orchestration platforms

• Experience with AI-enabled customer engagement, agent assist, intelligent routing, summarization, transcription, conversation intelligence, or workflow automation

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Category

Information Technology