VP of Engineering, Contact Center

Fidelity•Westlake, TX

17h•Onsite

About The Position

We are hiring multiple Vice Presidents of Engineering to lead critical domains within our Contact Center technology organization, including Voice Platform, Core Platform, and Reliability & Quality Engineering. Each role will own a distinct but highly interconnected area, collectively driving the end-to-end strategy, scalability, and operational excellence of our contact center ecosystem. These leaders will shape the future of a highly available, cloud-native platform that powers seamless customer experiences at scale. Working in close partnership, the VPs will align on a unified engineering vision while maintaining deep domain ownership, and will collaborate with Product, Operations, and executive leadership to deliver innovation, reliability, and business impact.

Requirements

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

Responsibilities

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