VP of Architecture, Workforce Management

Fidelity Investments•Durham, NC

3d•Onsite

About The Position

Fidelity is building a modern, in-house Workforce Management (WFM) platform. You will own the technical architecture design and definition. With your Workforce management domain expertise, you will help translate business ambition, enterprise architecture direction, product priorities and operational requirements into an executable platform strategy. You will be responsible for shaping the target-state architecture, defining key platform capabilities, establishing technical guardrails, and ensuring engineering teams are building toward a scalable, resilient, secure, and extensible workforce management platform. The role will partner closely with Enterprise Architecture, Security, Infrastructure, Product, Operations and Business Unit stakeholders to convert enterprise standards and strategic intent into practical architecture decisions, implementation patterns and delivery roadmap. The ideal candidate has deep domain expertise in contact center Workforce Management or Workforce Optimization.

Requirements

10+ years of software development experience.
5+ years of experience in Sr. Architecture role.
High proficiency in Java.
Experience with Kubernetes, containerized services, API gateways, event streaming, observability platforms, and modern CI/CD practices.
Experience with cloud platforms such as AWS, GCP, or Azure.
Deep domain expertise in Workforce Management architecture: forecasting, scheduling and schedule optimization, adherence and real-time/intraday management for an enterprise-grade contact center platform.
Proven experience defining target-state platform roadmaps, engineering guardrails, and modernization strategies for complex enterprise systems.
Experience with cloud-native architecture, distributed systems, microservices, APIs, event-driven design, observability, resiliency, and service ownership models.
Experience with AI-assisted development to accelerate development lifecycle.
Strong judgement in balancing speed, quality, risk, enterprise governance, and long-term platform sustainability.
Ability to mentor senior technical leaders and create clarity across teams working on complex, interdependent platform capabilities.
Strong communication skills with the ability to explain and drive consensus on technical strategy, risks, and trade-offs.
Comfort operating in a regulated financial-services environment and its associated data, audit, and change-control expectations.

Nice To Haves

Prior architecture role at a Workforce Management or Workforce Optimization SaaS provider.
Direct experience architecting systems that use constraint-based optimization or operations-research techniques (OR-Tools, CP-SAT, or comparable solvers) at production scale.
Experience with AI-enabled Workforce Management or Workforce Optimization.

Responsibilities

Own and lead the creation of the Workforce Management target-state architecture blueprint, including platform domains, service boundaries, integration patterns, data flows, runtime capabilities, and non-functional requirements.
Establish the technical strategy for building a modern, enterprise-grade Workforce Management platform.
Partner with product and engineering leaders to translate business capabilities into platform roadmaps, sequencing plans, and engineering execution models.
Ensure early architecture decisions support long-term scalability, reliability, security, and operational efficiency.
Serve as the senior technical authority for Workforce Management design and execution architecture.
Translate enterprise architecture standards into concrete engineering patterns, reference designs, and implementation guardrails.
Work closely with existing enterprise architecture organization to ensure alignment with firmwide standards, technology direction, security requirements, and governance expectations.
Guide engineering teams through key architecture design decisions.
Identify architectural risks, integration complexity, sequencing issues, and platform debt early in the development lifecycle.
Establish architecture review mechanisms that improve quality and consistency without creating unnecessary delivery friction.
Establish patterns for high availability, fault isolation, scalability, performance, disaster recovery, and production support.
Promote engineering discipline through SLOs, operational metrics, DORA metrics, architecture decision records, production readiness reviews, and measurable engineering outcomes.