Director, WFM Optimization & Scheduling Engines

Fidelity Investments Inc.; Durham (NC); On-site; USD 150,000 - 210,000; Full time

Job summary

Fidelity Investments Inc. is building a modern, in-house Workforce Management platform. You will own and build a constraint-solver foundation for the contact center scheduling engine using CP-SAT/OR-Tools at enterprise scale.

This hands-on role requires designing and implementing advanced optimization models to solve complex workforce planning problems and delivering a production-grade solver service with latency targets. Onsite work model is evolving across regions.

Qualifications

• Bachelor’s or master’s degree in operations research, mathematics, computer science, or a related field.
• 5+ years applying operations research techniques to real-world problems.
• Hands-on production experience with OR-Tools, CP-SAT, or a comparable solver.
• Strong foundation in linear programming, integer programming, or stochastic optimization.
• Proficiency in Java, Python, or C++.
• Experience with cloud platforms such as AWS, GCP, or Azure.
• Experience working with large datasets and solving large scale optimization problems.
• Direct experience modeling and solving workforce or resource scheduling problems.
• Working knowledge of WFM domain.
• Knowledge of distributed systems and event-driven architecture

Responsibilities

• Research, design, and develop optimization models for contact center workforce planning, scheduling and resource allocation.
• Design and implement the schedule optimization engine using OR-Tools/CP-SAT.
• Own the constraint model end to end: formalize business rule into a solvable, maintainable model.
• Build the production-grade solver as a service within the WFM platform that meets latency targets for real forecast group volumes.
• Define and validate schedule quality metrics and instrument the service for production monitoring.
• Build and execute tests and validation of optimization algorithms for performance and scalability.

Skills

Operations Research

Constraint Programming

Linear Programming

Integer Programming

Stochastic Optimization

WFM domain

Distributed systems

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 Inc. is building a modern, in-house Workforce Management platform. You will own and build a constraint-solver foundation for the contact center scheduling engine using CP-SAT/OR-Tools at enterprise scale.

This hands-on role requires designing and implementing advanced optimization models to solve complex workforce planning problems and delivering a production-grade solver service with latency targets. Onsite work model is evolving across regions.