VP of Engineering, Workforce Management

Habitat For Humanity Of Durham; Durham (NC); On-site; USD 250,000 - 340,000; Full time

Job summary

Fidelity Investments in Durham, NC is seeking the founding VP of Engineering to lead delivery of Fidelity's Workforce Management platform from its current design stage through General Availability and beyond. You will stand up the engineering organization, set delivery cadence and quality bar, and be personally accountable for the program's delivery landing on time and in production.

You will work in close partnership with architecture, Contact Center engineering teams, product stakeholders,

Qualifications

• 15+ years of software engineering experience with enterprise SaaS
• 7+ years of engineering leadership
• Experience building global engineering orgs across geographies
• Strong understanding of workforce management for contact centers
• Hands-on familiarity with constraint-based optimization/OR tools
• Experience in AWS and cloud-native architectures
• Proficiency with CI/CD toolchains and IaC
• Experience with real-time distributed systems and APIs

Responsibilities

• Own end-to-end engineering delivery for the WFM platform GA and future roadmap
• Build and lead the WFM engineering organization and teams
• Translate target architecture into engineering execution with architecture partners
• Ensure services have SLOs, observability, security, and production readiness
• Set engineering standards for cloud-native design, testing, deployment, and reliability
• Report status, risks, and trade-offs to senior leadership early
• Represent WFM engineering in cross-program planning with Contact Center teams
• Foster ownership, technical excellence, and measurable business impact

Skills

Engineering leadership

Enterprise SaaS

Global orgs

Executive communication

Production ownership

Tools

Java

AWS

CI/CD

IaC

OR-Tools/OR-Tools-like solvers

Job description

Fidelity is transitioning to a full-time onsite working model in phases by region and role. See job description for more information.

VP of Engineering, Workforce Management

Onsite

Location

• Durham, NC

Team

• Technology

Experience Level

Vice President

Job Description:

Note: Fidelity will not provide immigration sponsorship for this position.

The Role

Fidelity is building a modern, in-house Workforce Management platform. We are hiring the founding VP of Engineering to lead delivery of Fidelity's Workforce Management platform from its current design stage through General Availability and beyond. You will stand up the engineering organization, set delivery cadence and quality bar, and be personally accountable for the program's delivery landing on time and in production. You will work in close partnership with architecture, the Contact Center engineering teams, product stakeholders, business units, and the program office.

Key Responsibilities

• Own end-to-end engineering delivery for the Fidelity's WFM platform initial general availability and future roadmap.
• Build and lead the WFM engineering organization: hire, structure, and manage engineering teams
• Partner with architecture to translate the target architecture into engineering execution
• Ensure WFM services are designed and operated with strong service ownership, clear SLOs, observability, resilience, security, compliance, and production support readiness
• Establish engineering standards for cloud-native development, distributed service design, API quality, event-driven architecture, testability, observability, deployment safety, and operational excellence.
• Report delivery status, risk, and trade-offs directly into the senior-leadership, and elevate scope or timeline risk early and clearly.
• Represent WFM engineering in cross-program planning with the Contact Center engineering teams
• Create a culture of ownership, technical excellence, customer obsession, high accountability, and measurable business impact

Required Qualifications

• 15+ years of software engineering experience, with significant experience in building enterprise scale SaaS
• 7+ years of engineering leadership experience
• Track record in building and leading global engineering organizations across multiple geographies, with strong operating rhythms, clear accountability, and high-performance execution.
• Strong understanding in Workforce management for Contact Centers
• Hands-on familiarity with constraint-based optimization or operations-research approaches to scheduling (OR-Tools, CP-SAT, or comparable solvers)
• Technical Experience and proficiency in Java
• Experience in development and operations of software in AWS
• Proficiency with CI/CD toolchains and Infrastructure as Code
• Experience building or operating cloud-native, distributed systems, real-time applications, APIs, event-driven architecture, streaming, workflow orchestration, and scalable data services.
• Strong production ownership mindset with experience operating mission-critical services, defining SLOs/SLIs, managing incidents, driving reliability improvements, and improving operational maturity.
• Strong people leadership: hiring, org design, and running engineering teams against aggressive, milestone-driven timelines.
• Hands-on experience with AI-assisted development to accelerate development lifecycle.
• Strong executive presence and communications skills, with the ability to explain complex technical strategy, delivery trade-offs, platform risks, and investment priorities to senior leadership.
• Comfort operating in a regulated financial-services environment, including its expectations around data handling, change control, and auditability.

Preferred Qualifications

• Prior significant experience in building Workforce Management software for contact centers.
• Experience with large-scale financial services, regulated enterprise environments, or other high-trust domains.
• Experience with AI-enabled Workforce management or Workforce Optimization

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

Category:

Information Technology

Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Benefits that balance life and work

From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.

Company overview

Company overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.

Reasonable accommodations

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation contact the HR Accommodation Team by sending an email to [e-mail], or by calling 800-835-5099, prompt 2, option 3.

Equal opportunity employer

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Applicant screening

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

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