Vice President, Software Engineering

About the Role

Fidelity Investments is developing an advanced next-generation contact center platform designed to provide intelligent, dependable, and smooth customer engagement via voice, digital, self-service, and enterprise workflows. The Vice President of Engineering will lead the engineering teams that develop and maintain the core orchestration layer and foundational contact center components powering Fidelity's omnichannel customer and associate interactions.

This senior leadership role requires a versatile technical executive adept at: building and managing a global engineering organization; guiding architecture and engineering strategy; aligning technology investments with business goals; collaborating with product and business units; and executing on complex real-time cloud-native systems.

Key Responsibilities

• Direct the engineering vision, architecture, roadmap, delivery, and operational management for Fidelity's Contact Center Core platform.
• Recruit, grow, and lead a high-performing global engineering team.
• Design and develop the engagement orchestration layer managing customer journeys across multiple channels including voice, chat, email, secure messaging, routing, and workflows for agents and supervisors.
• Collaborate extensively with Contact Center platform engineering, architecture, product, operations, security, and business teams.
• Align technology roadmap with measurable business outcomes such as customer experience, associate productivity, operational efficiency, service quality, compliance, and scalability.
• Lead architectural decisions involving service boundaries, domain models, APIs, event workflows, interaction lifecycles, reporting data flows, integration patterns, and extensibility frameworks.
• Develop and oversee integration patterns with critical business systems to ensure reliability, consistency, data integrity, and operational scalability.
• Set engineering best practices for cloud-native development, real-time distributed systems, API quality, event-driven architectures, testability, observability, safe deployments, and operational excellence.
• Effectively communicate strategy, progress, risks, trade-offs, and investment requirements to senior leaders, technical executives, product teams, and business stakeholders.
• Foster a culture emphasizing ownership, technical excellence, customer obsession, accountability, and measurable business impact.

Required Qualifications

• Over 12 years of software engineering experience, notably in building enterprise-scale SaaS, Customer Contact as a Service (CCaaS), Customer Experience (CX), Workforce Engagement Management (WEM), CRM, or real-time communications solutions.
• More than 7 years of engineering leadership experience including at least 3 years in senior leadership roles.
• Proven expertise in assembling and leading global engineering organizations distributed across multiple locations with strong operations and accountability mechanisms.
• Solid understanding of omnichannel contact center operations integrating voice, digital, and CRM systems.
• Experience developing high-performance RESTful APIs, gRPC services, and event-driven APIs.
• Strong software development proficiency in Java with Spring Boot framework.
• Hands-on experience deploying and managing production workloads on AWS or Google Cloud platforms.
• Proficiency with messaging systems such as Kafka or RabbitMQ.
• Background building cloud-native, real-time applications leveraging microservices architecture, APIs, event-driven designs, streaming data, distributed state management, workflow orchestration, and scalable data services.
• Skilled in designing reusable platform components supporting various product experiences and business workflows.
• Strong ownership and operational focus with experience defining SLOs/SLIs, incident management, reliability improvement initiatives, and enhancing operational maturity.
• Excellent executive communication abilities to articulate complex technical strategies, delivery considerations, platform risks, and investment priorities to senior leadership.
• Hands-on experience incorporating AI-assisted development tools to improve development speed.
• Familiarity with Kubernetes, cloud eventing, distributed workflow engines, API gateways, WebSockets, real-time messaging, relational and NoSQL databases, and modern CI/CD pipelines.
• Comfort working within regulated financial services requiring rigorous data handling, change control, and audit processes.

Preferred Qualifications

• Demonstrated success creating and managing the core runtime of modern CCaaS platforms.
• Experience transitioning legacy contact center, CRM, or engagement platforms into cloud-native, composable, API-first architectures.
• Background in developing workforce management or WEM solutions.
• Expertise in building workflow engines or orchestration platforms.
• Experience with AI-driven customer engagement features like agent assist, intelligent routing, summarization, transcription, conversation analytics, or workflow automation.