VP of Engineering, Contact Center
Job Location:
Westlake, OH - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
The Role
We are hiring multiple Vice Presidents of Engineering to lead critical domains within our Contact Center technology organization including Voice Platform Core Platform and Reliability & Quality Engineering. Each role will own a distinct but highly interconnected area collectively driving the end-to-end strategy scalability and operational excellence of our contact center ecosystem.
These leaders will shape the future of a highly available cloud-native platform that powers seamless customer experiences at scale. Working in close partnership the VPs will align on a unified engineering vision while maintaining deep domain ownership and will collaborate with Product Operations and executive leadership to deliver innovation reliability and business impact. Responsibilities will include:
Define and execute domain-specific engineering strategies aligned to a shared platform vision
Lead architecture development and scalability of core platform services voice/telephony systems or reliability and quality functions
Oversee voice technologies (e.g. routing IVR real-time communications) where applicable
Drive platform performance resilience and scalability to meet enterprise demands
Establish and enforce best practices in reliability engineering including SLAs/SLOs observability and incident management
Champion a culture of quality through automated testing performance engineering and continuous improvement
Ensure consistent high-quality software delivery through Agile CI/CD and DevOps practices
Build and lead high-performing engineering organizations including senior leaders and distributed teams
Partner cross-functionally with Product CX Infrastructure and Security to align priorities and outcomes
Collaborate closely with peer VPs to ensure seamless integration across platform components
Manage vendor relationships and external technology partners where applicable
Communicate strategy progress and risks to executive stakeholders
The Expertise and Skills You Bring
Strong alignment and collaboration across multiple VP-led domains
Achievement of platform reliability availability and performance targets (SLA/SLO adherence)
Reduction in incidents defects and mean time to resolution (MTTR)
Scalable extensible architecture supporting future growth and innovation
Predictable high-quality delivery across all engineering teams
High-performing teams with strong engagement retention and leadership depth
Measurable improvements in customer experience and operational efficiency
Continuous advancement of automation quality and engineering best practices
The Team
Enterprise Contact Center Technology delivers the world-class capabilities that connect Fidelity associates with millions of participants members and customers. The organization owns the voice email and web chat platforms that are foundational to Fidelitys service model and customer engagement strategy.
We are driven by a culture of continuous improvement engineering excellence and deep collaboration across technology and the business. As a senior leader you will shape the culture develop leadership talent and ensure teams remain focused on innovation operational excellence and delivering long-term enterprise value.
The platform supports 20 million clients processes 35 million customer interactions annually and operates 24x7 requiring executive ownership of availability scalability resilience and performance at enterprise scale.
Fidelitys 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.
Placement in the range will vary based on job responsibilities and scope geographic location candidates relevant experience and other factors.
Base salary is only part of the total compensation package. Depending on the position and eligibility requirements the offer package may also include bonus or other variable compensation.
Please be advised that Fidelitys 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.
Required Experience:
Exec
About Company
The benefits you provide are about more than your workplace. They’re about life. Together, let’s create a program that meets the changing needs of your employees and your business.
