WFM Solutions Analyst - Modernize Contact Center Platforms

Fidelity; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

Fidelity invites a skilled Business/Systems Analyst to join the Enterprise Contact Center Program and Product organization, driving next-generation Workforce Management capabilities.

You will gather requirements, define user stories, and collaborate with architecture, engineering, and product teams to deliver scalable, data-driven solutions for forecasting, scheduling, and real-time management across voice and digital channels.

Qualifications

• 5+ years in business/systems analysis.
• Experience in technology transformation initiatives.
• Strong requirements elicitation skills.
• Knowledge of WFM concepts and metrics.
• Understanding of APIs, integrations, and architectures.
• Ability to bridge business and technical teams.
• Strong communication and analytical skills.

Responsibilities

• Partner with business leaders to document current-state processes and define future-state capabilities.
• Lead requirements gathering workshops and stakeholder interviews.
• Translate needs into user stories, use cases and acceptance criteria.
• Decompose WFM functions into scalable system components.
• Collaborate with architects on data models and integrations.
• Define system interactions across WFM, ACD, CRM, and analytics.
• Create process flows, diagrams, and data mappings.
• Define non-functional requirements like scalability and performance.
• Support vendor evaluations and fit-gap analysis.
• Partner with engineering during build and testing phases.
• Ensure traceability from requirements to implementation.
• Maintain documentation such as product and requirement documents.

Job description

Fidelity invites a skilled Business/Systems Analyst to join the Enterprise Contact Center Program and Product organization, driving next-generation Workforce Management capabilities.

You will gather requirements, define user stories, and collaborate with architecture, engineering, and product teams to deliver scalable, data-driven solutions for forecasting, scheduling, and real-time management across voice and digital channels.