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.
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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.
The Value You Deliver
- 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.
Company Overview
At Fidelity, we are focused on 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. For information about working at Fidelity, visit FidelityCareers.com .Fidelity Investments is an equal opportunity employer.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Certifications:
Category:
Information Technology
Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.
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.