Engineering Leader - Enterprise Optimization & WFM

Fidelity; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Fidelity is building a modern, in-house Workforce Management platform. You will own and build a constraint-solver foundation for the Contact Center schedule optimization engine leveraging a CP-SAT/OR-Tools engine at enterprise scale and reliability.

This role is hands-on, you will design, develop, and implement advanced optimization models and algorithms to solve complex workforce planning and scheduling problems.

Qualifications

• Bachelor's or Master's degree in operations research, mathematics, computer science, or related field.
• 5+ years applying OR techniques to real-world problems.
• Hands-on production experience with OR-Tools, CP-SAT, or comparable solvers.
• Strong foundation in linear programming, integer programming, or stochastic optimization.
• Proficiency in Java, Python, or C++.
• Experience with cloud platforms (AWS, GCP, or Azure).
• Experience with large datasets and large-scale optimization.
• Direct experience modeling and solving workforce or resource scheduling.
• 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 rules 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 accuracy.
• Collaborate with architects and engineering teams to integrate optimization models into the enterprise engine.
• Effectively communicate findings, methodologies, and results to stakeholders.

Skills

Optimization research

Constraint programming

OR-Tools CP-SAT

Java/Python/C++

Cloud platforms (AWS/GCP/Azure)

Large datasets

WFM domain knowledge

Communication

Education

Bachelor's or Master's in Operations Research / Math / CS

Tools

OR-Tools

CP-SAT

Gurobi/CPLEX/OptaPlanner

Java

Python

C++

Job description

Fidelity is building a modern, in-house Workforce Management platform. You will own and build a constraint-solver foundation for the Contact Center schedule optimization engine leveraging a CP-SAT/OR-Tools engine at enterprise scale and reliability.

This role is hands-on, you will design, develop, and implement advanced optimization models and algorithms to solve complex workforce planning and scheduling problems.