Director, Architecture

Job Description:

Director - Architecture, Enterprise Contact Center

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.

As the Director of Architecture you will 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 Expertise and Skills You Bring

• Ten years or more working in an architecture or engineering role with five years or more experience as a solution architect.

• You have deep subject matter expertise, five years or more, in one or more of the following areas related to large enterprise contact centers: Infrastructure, IVR and artificial intelligence self service experiences, large CCaaS implementations, Agent desktop including agent assist and workflow automation, operational performance capabilities such as workforce management, recording with screen capture, and data analytics.

• You are an experienced architect designing and supporting enterprise level infrastructure using public cloud technologies, particularly AWS and Azure.

• 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 with enterprise user experience strategy.

• You have a passion for solving complex problems and a track record of delivering innovative solutions for solving them.

• Delivering and maintaining 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.

• 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.