Vice President, Software Engineering - Contact Center Platform

About the Team

The Enterprise Contact Center Technology organization is the backbone of Fidelity's service model, delivering world-class capabilities that connect associates with millions of participants, members, and customers. We own the voice, email, and web chat platforms foundational to our customer engagement strategy. Our platform supports over 20 million clients and processes more than 35 million customer interactions annually in a 24x7 operating environment.

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 this culture, develop leadership talent, and ensure teams remain focused on innovation and delivering long-term enterprise value.

About the Role

We are seeking a Vice President of Engineering to lead the vision, strategy, and execution of Fidelity's next-generation, omni-channel contact center platform. This role is critical to our mission of reducing commercial dependency while maximizing scalability, resiliency, and speed of innovation at scale.

You will provide executive leadership for multiple engineering teams 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 of platforms such as Asterisk, FreeSWITCH, Kamailio, WebRTC, and conversational AI solutions.

Operating as a strategic partner to senior technology executives, business leaders, and compliance teams, you will ensure the platform enables business outcomes and regulatory requirements. Your executive accountability will cover large-scale transformations from legacy systems to modern, cloud-native architectures, portfolio-level investment decisions, and platform reliability in a highly regulated environment. You will champion engineering excellence through mature DevOps practices, CI/CD automation, and operational efficiency.

Hiring Process

Please note that Fidelity will not provide sponsorship for this role. Applications are reviewed based on qualifications and experience.

Equal Opportunity & Compliance

Fidelity is an equal opportunity employer. However, our 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, and numerous state laws and self-regulatory organization rules (including FINRA). These regulations may restrict Fidelity from hiring or associating with individuals with certain criminal histories.