VP, Contact Center Platform Engineering

Fidelity Investments Inc.; Galway; Presencial; EUR 180.000 - 260.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Java

Spring Boot

Kubernetes

AWS/GCP

REST APIs

Event-driven

Distributed systems

API gateways

gRPC

Microservices

Observability

Leadership

Stakeholder communication

Herramientas

Kafka

RabbitMQ

WebSockets

API Gateway

CI/CD pipelines

NoSQL

Relational databases

Descripción del empleo

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