VP of Engineering, Contact Center

Fidelity Investments

VP of Engineering leading multiple engineering domains within Fidelity's Contact Center technology organization. Driving end-to-end strategy, scalability, and operational excellence of cloud-native platforms.

Posted 6/12/2026full-timeWestlake • California, New Hampshire, North Carolina, Texas • 🇺🇸 United StatesLead💰 $140,000 - $285,000 per yearWebsite

About the role

Key responsibilities & impact

Define and execute domain-specific engineering strategies aligned to a shared platform vision
Lead architecture, development, and scalability of core platform services, voice/telephony systems, or reliability and quality functions
Oversee voice technologies (e.g., routing, IVR, real-time communications) where applicable
Drive platform performance, resilience, and scalability to meet enterprise demands
Establish and enforce best practices in reliability engineering, including SLAs/SLOs, observability, and incident management
Champion a culture of quality through automated testing, performance engineering, and continuous improvement
Ensure consistent, high-quality software delivery through Agile, CI/CD, and DevOps practices
Build and lead high-performing engineering organizations, including senior leaders and distributed teams
Partner cross-functionally with Product, CX, Infrastructure, and Security to align priorities and outcomes
Collaborate closely with peer VPs to ensure seamless integration across platform components
Manage vendor relationships and external technology partners where applicable
Communicate strategy, progress, and risks to executive stakeholders

Requirements

What you’ll need

Strong alignment and collaboration across multiple VP-led domains
Achievement of platform reliability, availability, and performance targets (SLA/SLO adherence)
Reduction in incidents, defects, and mean time to resolution (MTTR)
Scalable, extensible architecture supporting future growth and innovation
Predictable, high-quality delivery across all engineering teams
High-performing teams with strong engagement, retention, and leadership depth
Measurable improvements in customer experience and operational efficiency
Continuous advancement of automation, quality, and engineering best practices

Benefits

Comp & perks

comprehensive health care coverage and emotional well-being support
market-leading retirement
generous paid time off and parental leave
charitable giving employee match program
educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

architecturedevelopmentscalabilityvoice technologiesautomated testingperformance engineeringAgileCI/CDDevOpsreliability engineering

Soft Skills

leadershipcollaborationcommunicationcross-functional partnershipteam engagementstrategic alignmentrisk managementcontinuous improvementvendor managementstakeholder communication