Vice President, Architecture for Contact Center Build Strategy (Cloud/Contact Center)

TL;DR

Vice President, Architecture for Contact Center Build Strategy (Cloud/Contact Center): Defining capabilities and solutions for Fidelity's Contact Center transformation with an accent on architecture standards and guidelines. Focus on delivering innovative solutions and optimizing omnichannel strategies for enhanced customer engagement.

Location: Hybrid (onsite every other week in Westlake, TX)

Salary: $140,000 - $285,000

Company

Fidelity is focused on making financial expertise broadly accessible and effective in helping people live the lives they want.

What you will do

• Deliver and maintain Contact Center capabilities and solutions.
• Support technology Product and Chapter Leaders to enhance customer value.
• Measure performance through established objectives and metrics.
• Partner with agile leaders to develop platform designs and solution roadmaps.
• Ensure high standards for quality, performance, and scale in delivered solutions.

Requirements

• 15+ years of experience in architecture or engineering roles.
• 7+ years as a lead solution architect in large enterprise contact centers.
• Deep knowledge of telephony and cloud-based networking capabilities.
• Experience with contact center platforms like Genesys, Cisco, and Amazon Connect.
• Strong communication and relationship-building skills.