Job Description:
Head of Enterprise Contact Center Platforms Architecture
Vice President, Architecture Chapter Leader, Enterprise Contact Center Platforms
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, customers and clients. To support the EC3 mission, which is a 'top 25' initiative, we are looking for an architecture leader to help define the next generation Contact Center architecture and strategy enabling the transformation of Fidelity's Contact Center capabilities. As the Vice President and Architecture Chapter Leader, you will lead a team of architects to define capabilities, solutions, patterns, standards, and guidelines related to the Fidelity Contact Center and the Associate Desktop Experience. You will 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.
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The Expertise and Skills You Bring
- 10+ years of experience in defining and delivering application architectures, strategies and solutions.
- You demonstrate excellent communication, interpersonal and relationship building skills with which you influence decisions and engage across Fidelity and at all levels of the organization.
- Experience leading, coaching, mentoring, and developing people and teams.
- You have experience with enterprise contact center platforms including voice and interactive voice response technology.
- Experience with enterprise user experience strategy.
- Expertise in evaluating, prototyping, and recommending emerging technologies and platforms from suppliers or the open-source community.
- Expertise with build vs. buy solution options.
- You have a passion for solving complex problems and a track record of delivering innovative solutions for solving them.
- You are an experienced architect designing and supporting enterprise level infrastructure using public cloud technologies, particularly AWS and Azure.
- Agile leadership experience required.
- B.S. in Computer Science preferred.
The Value You Deliver
- Delivering and maintaining all Contact Center and EC3-related capabilities, solutions, solution architectures, patterns, standards, guidelines, and specifications for the Fidelity Blueprint.
- Supporting and enabling technology Product and Chapter Leaders to deliver increased value to our customers and operations associates.
- Influencing strategic decisions and priorities related to your domain of expertise and removing impediments to deliver value.
- Enabling the delivery of a unified associate experience through common technology.
- Measuring performance through established objectives and metrics that deliver agreed upon business, technology, and people results.
- Partnering with agile product area leaders, chapter area leaders, agile team leads, and architects to develop platform designs and solution roadmaps.
- Ensuring the solutions that are delivered meet high standards for quality, performance, and scale.
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 FidelityCareers.com. 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 accommodations@fmr.com or call 800-835-5099, 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 hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.
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 fidelitycareers.com.
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 accommodations@fmr.com.