Vice President, Software Engineering

Fidelity Investments Inc.; Galway; On-site; EUR 180,000 - 260,000; Full time

Job summary

Fidelity Investments Inc. is seeking a Vice President of Engineering to build and lead the engineering organization for the contact center core engagement layer.

You will own strategy, architecture, delivery, and operational excellence for core capabilities across agent, supervisor, and administrator experiences. This senior technical executive role requires hands-on leadership, global team building, and execution across real-time cloud-native systems, with a focus on CCaaS, omnichannel

Qualifications

• 12+ years of software engineering in enterprise-scale SaaS/CCaaS/CX/real-time apps.
• 7+ years engineering leadership with 3+ years in senior roles.
• Global, multi-geography team leadership with strong operating rhythms.
• Deep expertise in omnichannel journeys across voice, digital and CRM.
• Proven REST/gRPC APIs, event-driven architectures, and microservices.
• Strong background in Java and Spring Boot.
• Cloud deployment experience on AWS or Google Cloud.
• Experience with Kafka, RabbitMQ, or equivalent messaging.
• Ability to design and guide reusable platform primitives and services.
• Proven production ownership: SLOs/SLIs, incidents, reliability.

Responsibilities

• Own the engineering vision, architecture, roadmap and production accountability.
• Build and lead a high-performing global engineering team.
• Define and deliver the engagement orchestration layer for customer journeys across channels.
• Partner with CC platform teams, architecture, product, operations, security and stakeholders.
• Align technology roadmap to business outcomes including CX and scale.
• Drive architecture decisions across services, API design, event workflow, and data flows.
• Establish integration patterns for Fidelity business systems for reliability.
• Set cloud-native standards for real-time systems and deployment safety.
• Communicate strategy, progress, risks, and tradeoffs to senior leadership.
• Foster ownership, technical excellence, and measurable business impact.

Skills

Java

Spring Boot

Kubernetes

AWS/GCP

REST APIs

Event-driven

Distributed systems

API gateways

gRPC

Microservices

Observability

Leadership

Stakeholder communication

Tools

Kafka

RabbitMQ

WebSockets

API Gateway

CI/CD pipelines

NoSQL

Relational databases

Job description

The Role

Fidelity is building its next generation contact center platform to deliver intelligent, reliable and seamless customer engagement across voice, digital, self-service, and enterprise business workflows. We are looking for a Vice President of Engineering to build and lead the engineering organization responsible for the contact center core engagement orchestration layer and share contact center primitives that power Fidelity’s omnichannel customer and associate experiences.

You will own the engineering strategy, architecture, delivery and operational excellence for the core capabilities of Fidelity’s contact center platform, including agent, supervisor, and administrator experiences.

This is a senor engineering leadership role for a hands-on technical executive who can operate at multiple levels: building a global engineering organization, setting architecture direction, aligning technology investments to business outcomes, partnering with product and business stakeholders, and driving execution across complex real-time cloud-native systems.

The successful candidate will bring deep experience in CCaaS, customer experience platforms, real-time applications, workflow orchestration, distributed systems, and enterprise-scale software delivery.

Key Responsibilities

• Own the engineering vision, architecture, roadmap, execution, and production accountability for Fidelity’s Contact Center Core engineering organization.
• Build and lead a high-performing global engineering team.
• Define and deliver the engagement orchestration layer that coordinates customer journeys across voice, chat, email, secure messaging, routing, agent workflows, supervisor workflows, and integrated enterprise systems.
• Partner and collaborate closely with Contact Center platform engineering teams, architecture, product, operations, security and business stakeholders.
• Partner with product team and business units to align the technology roadmap to measurable business outcomes, including customer experience, associate productivity, operational efficiency, service quality, compliance, and platform scale.
• Drive architecture decisions across sevice boundaries, domain models, APIs, event workflow state, interaction lifecycle, reporting data flows, integration patterns, and extensibility models.
• Build and govern integration patterns for critical Fidelity business systems, ensuring reliability, consistency, data integrity, and operational scalability.
• Establish engineering standards for cloud-native development, real-time systems, distributed service design, API quality, event-driven architecture, testability, observability, deployment safety and operational excellence.
• Communicate effectively with senior leadership, technology leaders, product teams, and business stakeholders on strategy, delivery progress, risks, tradeoffs, and investment needs.
• Create a culture of ownership, technical excellence, customer obsession, high accountability, and measurable business impact.

Required Qualifications

• 12+ years of software engineering experience, with significant experience building enterprise-scale SaaS, CCaaS, CX, WEM, CRM, or real-time communications applications.
• 7+ years of engineering leadership experience with 3+ years in senior leadership
• Proven experience building and leading global engineering organization across multiple geographies, with strong operating rhythms, clear accountability, and high-performance exectution.
• Strong understanding of omnichannel contact center journeys across voice, digital and CRM integrations
• Experience building high-performance REST APIs, gRPC services, and event-driven APIs.
• Strong software engineering background in Java and Spring Boot.
• Experience deploying and operating production workloads on AWS or Google Cloud.
• Experience with messaging technologies including Kafka, RabbitMQ, or equivalent.
• Experience building or operating cloud-native, real-time applications using microservices, APIs, event-driven architecture, streaming, distributed state management, workflow orchestration, and scalable data services.
• Experience designing shared platform primitives or reusable domain services that support multiple produce experiences and business workflows.
• Strong production ownership mindset with experience operating mission-critical services, defining SLOs/SLIs, managing incidents, driving reliability improvements, and raising operational maturity
• Strong executive presence and communications skills, with the ability to explain complex technical strategy, delivery tradeoffs. Platform risks, and investment priorities to senior leadership.
• Hands-on experience driving adoption of AI-assisted development tools to accelerate development lifecycles.
• Experience with technologies and patterns such as Kubernetes, Kafka, cloud eventing, distributed workflow engines, API gateways, REST APIs, WebSockets, real-time messaging, relational and NoSQL dastabases, and modern CI/CD pipelines
• Comfort operating in a regulated financial-services environment, including its expectations around data handling, change control, and auditability.

Preferred Qualifications

• Proven track record building and operating core runtime of a modern CCaaS platform.
• Experience modernizing legacy contact center, CRM, or customer engagement platforms into cloud native, composable, API-first architectures.
• Experience with development of workforce management or WEM platforms.
• Experience building workflow engines or orchestration platforms
• Experience with AI-enabled customer engagement, agent assist, intelligent routing, summarization, transcription, conversation intelligence, or workflow automation

Category

Information Technology

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