Note: Fidelity will not provide immigration sponsorship for this position.
The Role
Fidelity is building a modern, in-house Workforce Management (WFM) platform.You will own the technical architecturedesign and definition.WithyourWorkforce managementdomainexpertise, you will help translate business ambition, enterprise architecture direction, product priorities and operational requirements into an executable platform strategyYou will be responsible for shaping the target-state architecture,definingkey platform capabilities, establishing technical guardrails, and ensuring engineering teams are building toward a scalable, resilient, secure, and extensible workforce managementplatform.
The role will partner closely with Enterprise Architecture, Security, Infrastructure, Product, Operations and Business Unit stakeholders to convert enterprise standards and strategic intent into practical architecture decisions, implementation patterns and delivery roadmap.
The ideal candidate has deep domain expertise in contact center Workforce Managementor Workforce Optimization.
Key Responsibilities
Own and lead the creation of the Workforce Management target-state architecture blueprint, including platform domains, serviceboundaries, integration patterns, data flows, runtime capabilities, and non-functional requirements.
Establish the technicalstrategy for building a modern, enterprise-grade Workforce Management platform
Partner with product and engineering leaders to translate business capabilities into platform roadmaps, sequencing plans, and engineering execution models
Ensure early architecture decisions support long-term scalability, reliability, security, and operational efficiency.
Sever as the senior technical authority for Workforce Management design and execution architecture
Translate enterprise architecture standards into concrete engineering patterns, reference designs, and implementation guardrails.
Work closely with existingenterprise architectureorganization to ensurealignment with firmwide standards, technology direction, security requirements, and governance expectations
Guide engineering teams through keyarchitecturedesign decisions
Identify architectural risks, integration complexity, sequencing issues, and platform debt early in thedevelopment lifecycle
Establish architecture review mechanisms that improve qualityand consistency without creating unnecessary delivery friction
Establish patterns for high availability, fault isolation, scalability, performance, disaster recovery, and production support
Promote engineering discipline through SLOs, operational metrics, DORA metrics, architecture decision records, production readiness reviews, and measurable engineering outcomes
Required Qualifications
10+ yearsof software development experience
5+ yearsof experience inSr. Architecturerole
High proficiency in Java
Experience with Kubernetes, containerized services, API gateways, event streaming, observability platforms, and modern CI/CD practices
Experience with cloud platforms such as AWS, GCP, or Azure.
Deep domain expertise in Workforce Management architectureforecasting, scheduling and schedule optimization, adherence and real-time/intradaymanagement for an enterprise-gradecontact centerplatform.
Provenexperience defining target-state platform roadmaps, engineering guardrails, and modernization strategies for complex enterprise systems.
Experience with cloud-native architecture, distributed systems, microservices, APIs, event-driven design, observability, resiliency, and service ownership models
Experience with AI-assisted development to accelerate development lifecycle.
Strong judgement in balancing speed, quality, risk, enterprise governance, and long-term platformsustainability
Ability to mentor senior technical leaders and create clarity across teams working on complex, interdependent platform capabilities
Strong communication skills with the ability to explain and drive consensus on technical strategy, risks, and trade-offs.
Comfort operating in a regulated financial-services environment and its associated data, audit, and change-control expectations.
Preferred Qualifications
Prior architecture role at aWorkforce Management or Workforce OptimizationSaaS provider
Direct experience architecting systems that use constraint-based optimization or operations-research techniques (OR-Tools, CP-SAT, or comparable solvers) at production scale.
Experience with AI-enabled Workforce Management or Workforce Optimization
Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.
Information Technology
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, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
Fidelity’s mission is to strengthen the financial well-being of our customers and deliver better outcomes for the clients and businesses we serve. Fidelity’s strength comes from the scale of our diversified, market-leading financial services businesses that serve individuals, families, employers, wealth management firms, and institutions. With assets under administration of $15.0 trillion, including discretionary assets of $5.9 trillion as of March 31, 2025, we focus on meeting the unique needs of a broad and growing customer base. Privately held for 78 years, Fidelity employs more than 77,000 associates across the United States, Ireland, and India.
For our Terms and Conditions, please visit http://go.fidelity.com/LIterms
