VP of Engineering, Workforce Management

The Role 

Fidelity is building a modern, in-house Workforce Management platform.We are hiring the founding VP of Engineering to lead delivery of Fidelity'sWorkforce Management platform from its current design stage throughGeneral Availability and beyond.You willstand up the engineering organization, set delivery cadence and quality bar, and be personally accountable for the program'sdeliverylanding on time and in production. You will work in close partnership witharchitecture,the Contact Center engineeringteams,productstakeholders, business units, andtheprogram office.

Key Responsibilities 

• Own end-to-end engineering delivery for theFidelity’sWFMplatforminitial general availability and future roadmap.

• Build and lead the WFM engineering organization: hire, structure, and manage engineering teams

• Partner witharchitectureto translate the target architectureinto engineering execution

• Ensure WFM services are designed and operated with strong service ownership, clear SLOs, observability, resilience, security, compliance, and production support readiness

• Establishengineering standards for cloud-native development, distributed servicedesign, API quality, event-driven architecture, testability, observability, deployment safety, and operational excellence.

• Report delivery status, risk, and trade-offs directly into the senior-leadership, and escalate scope or timeline risk early and clearly.

• Represent WFM engineering in cross-program planning with the Contact Centerengineering teams

• Create a culture of ownership, technical excellence, customer obsession, high accountability, and measurable business impact

Required Qualifications 

• 15+ years of software engineering experience,with significant experience in building enterprise scaleSaaS

• 7+ years of engineering leadership experience

• Track recordin building and leading global engineering organizations across multiple geographies, with strong operating rhythms, clear accountability, and high-performance execution.

• Strong understandingin Workforce managementfor Contact Centers

• Hands-on familiarity with constraint-based optimization or operations-research approaches to scheduling (OR-Tools, CP-SAT, or comparable solvers)

• TechnicalExperience and proficiency in Java

• Experience in development and operations of software in AWS

• Proficiency with CI/CDtoolchainsand Infrastructure as Code

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

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

• Strong people leadership: hiring, org design, and running engineering teams against aggressive, milestone-driven timelines.

• Hands-on experiencewith AI-assisted development to accelerate development lifecycle.

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

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

Preferred Qualifications 

• Priorsignificantexperiencein building Workforce Management software for contact centers.

• Experience with large-scale financial services, regulated enterprise environments, or other high-trust domains.

• Experience with AI-enabledWorkforce managementor Workforce Optimization