Vice President, Architecture at Fidelity Investments

Westlake, Texas, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Contact CenterIndustries

Requirements

15+ years of proven experience in an architecture or engineering role with 7+ years as a lead solution architect and technology leader in large enterprise contact centers
In-depth experience analyzing business requirements, designing end-to-end contact center solutions, and developing technology roadmaps
Deep knowledge of telephony, interexchange carrier (IXC) systems, and intelligent cloud-based edge networking capabilities for toll-free calling services to large enterprise contact centers with resilient cloud infrastructure
Deep knowledge of contact center platforms such as Genesys, Cisco, Avaya, Amazon Connect, Nice CXone, CCaaS solutions, Infrastructure as Code and related tools, and CRM systems
Experience implementing and optimizing omnichannel strategies including voice, chat, SMS, and email to enhance customer engagement
Modernization experience for contact center self-service experiences (IVR to IVA) and intelligent contact routing across channels and services
Technical integration experience to ensure end-to-end contact center capabilities are deployed seamlessly throughout the customer and agent experience, including infrastructure, channels and services, self-service, intelligent routing, agent desktop and agent assistance, workforce engagement, and emerging capabilities
Experience providing guidance and mentorship to technical teams and collaborating with stakeholders across the company to ensure architecture deliverables enable successful deployment solutions
Experience designing and supporting enterprise-level infrastructure using public cloud technologies with Amazon, Google, and/or Azure
Excellent communication, interpersonal, and relationship-building skills to influence decisions and engage across the organization at all levels
Passion for solving complex problems with a track record of delivering innovative solutions

Responsibilities

Define capabilities, solutions, patterns, standards, and guidelines related to the Fidelity Contact Center and the Associate Desktop Experience
Work closely with EC3 Product and Technology leads, key business stakeholders, and other architects leading related capabilities
Deliver and maintain Contact Center and EC3-related capabilities, solutions, solution architectures, patterns, standards, guidelines, and specifications for the Fidelity Blueprint
Support and enable technology Product and Chapter Leaders to deliver increased value to customers and operations associates
Measure performance through established objectives and metrics that deliver agreed-upon business, technology, and people results
Partner with agile product area leaders, chapter area leaders, agile team leads, and architects to develop platform designs and solution roadmaps
Ensure delivered solutions meet high standards for quality, performance, and scale

Skills

Genesys

Cisco

Avaya

Amazon Connect

Nice CXone

CCaaS

Infrastructure as Code

CRM

Telephony

IXC

Cloud Networking

Omnichannel

IVR

IVA

Fidelity Investments

Investment management and financial services provider

About Fidelity Investments

Fidelity Investments offers a range of financial services and tools designed to help individuals manage their investments and stay informed about the markets. Their products include mobile applications and market monitoring tools that provide users with real-time market quotes, news, and trading capabilities. For example, the Fidelity Market Monitor for Glass delivers daily market quotes directly to Google Glass, while the Fidelity app for Windows Phone 8 allows users to access news and trading tools on their mobile devices. Additionally, features like the Watch List Visualization for iPad help users track stock price changes over time using a heatmap. What sets Fidelity apart from its competitors is its focus on integrating new technologies and user-friendly interfaces to enhance the investment experience. The goal of Fidelity Investments is to empower individuals with the information and tools they need to make informed financial decisions.

Boston, MassachusettsHeadquarters

1946Year Founded

$120,238.8MTotal Funding

DEBT_FINANCINGCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Mental Health Support

Hybrid Work Options

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Parental Leave

Student Loan Assistance

Tuition Reimbursement

Risks

Loss of key personnel like Gita Bal may impact Fidelity's research capabilities.

Increased competition from Vanguard's new division could draw clients away from Fidelity.

Potential reputational risk from Bitcoin ETF outflows could affect Fidelity's offerings.

Differentiation

Fidelity Labs offers innovative beta products like Market Monitor for Google Glass.

Fidelity's mobile solutions are available on multiple platforms, including Windows Phone and iPad.

Fidelity's Open Limit Order Visualization provides unique insights into order execution proximity.

Upsides

Increased adoption of wearable tech could boost Fidelity's mobile solutions.

Growing interest in Bitcoin ETFs suggests expansion in Fidelity's digital asset offerings.

Rise of AI could benefit Fidelity's data analytics and AI-driven investment strategies.

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