Director of Scheduling Optimization & WFM Platform

Fidelity Investments; Durham (NC); On-site; USD 130,000 - 180,000; Full time

Job summary

Fidelity Investments is building a modern Workforce Management platform and seeks a hands-on optimization expert. You will own the constraint model end to end and implement a production-grade solver for schedule optimization at scale.

Lead model development, validate performance metrics, and collaborate with engineers to deliver reliable enterprise-grade optimization capabilities for contact center forecasting and staffing.

Qualifications

• Bachelor’s or Master’s in operations research, mathematics, computer science, or related field.
• 5+ years applying operations research techniques to real problems.
• Hands-on experience with OR-Tools/CP-SAT or similar solver.
• Strong foundation in linear/integer programming and optimization.
• Proficiency in Java, Python or C++ and cloud platforms.
• Experience with large datasets and workforce scheduling.

Responsibilities

• Research, design, and develop optimization models for contact center planning.
• Design and implement a schedule optimization engine with OR-Tools/CP-SAT.
• Own the constraint model end to end and integrate into production as a service.
• Define metrics, validate quality, and monitor performance in production.
• Build tests and validate algorithms for scaling and accuracy.
• Collaborate with architects to embed models in enterprise WFM platform.
• Communicate methodologies and results to stakeholders.
• Partner with planners to ensure generated schedules are usable.

Skills

Operations research

Education

Bachelor’s or Master’s in OR/Math/CS

Tools

OR-Tools CP-SAT

Java

Python

C++

AWS

GCP

Azure

Job description

Fidelity Investments is building a modern Workforce Management platform and seeks a hands-on optimization expert. You will own the constraint model end to end and implement a production-grade solver for schedule optimization at scale.

Lead model development, validate performance metrics, and collaborate with engineers to deliver reliable enterprise-grade optimization capabilities for contact center forecasting and staffing.