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 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 or call , prompt 2, option 2 if you would like to request accommodation.
Certifications:
Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.
Join Us
At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award , we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.
Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document , and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to Find Your Fidelity at .
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to .
We welcome those with experience in jobs such as General, General, and General and others in the General to apply.
