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, operating 24x7 to ensure availability, scalability, and resilience at an enterprise scale.

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 is a critical enterprise capability built primarily on open-source technologies to reduce commercial dependency while maximizing scalability, resiliency, and speed of innovation.

In this role, 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, 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. Your mandate includes leading large-scale transformations from legacy systems to modern, cloud-native architectures, making portfolio-level investment decisions, and championing engineering excellence through mature DevOps practices, CI/CD automation, and infrastructure-as-code. You will ensure the platform enables business outcomes, meets regulatory requirements, and delivers best-in-class experiences for both customers and associates.

Hiring Process

Please note that Fidelity will not provide sponsorship for this role. The application process involves a review of qualifications against our specific needs for senior technology leadership with enterprise-wide responsibility.

Equal Opportunity & Compliance

Fidelity is an equal opportunity employer. We consider qualified applicants regardless of background. 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, 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.