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The Team

Be part of the team that provides Fidelity with the world class capabilities and services which connect our associates to our millions of participants, members, and customers. We are an agile scrum team that is responsible for the Contact Center platform and engineering which provides our voice, email, and web chat communication channels. Continual improvement is critical in our space. This requires us to seek out associates who are curious, innovative, and driven to settle for nothing less than complete obsession with the experiences of our customers and associates. We pride ourselves on being system engineers using software development practices to help the overall efficiency and quality of the work. We look for team members with a thirst for continued learning, a team-first attitude, and a focus on delivering value to the organization.

The current contact call center platform resides on Genesys but candidates with an SRE background interested in learning the current platform and exploring other solutions for the contact call center platform are encouraged to apply.

The contact call center platform services over 20M clients and processes more than 35M customer interactions per year while operating on a 24x7 basis. This role requires level 3 support of the platform. We like our leaders to have a deep understanding in both technical and business domains.

The Expertise You Have

o 3-5 years voice/data experience

o Strong leadership and organizational skills

o Expertise with Agile (Scrum, Kanban) delivery and software design, development, test and operational automation

o Experience with SRE, Software Engineering and/or DevOps

o Experience in Java, C#, and Python

o Experience with CI/CD pipelines and utilizing uDeploy and/or Ansible

o Experience with Genesys or another contact center solution (plan, build, implement vendor solutions to build contact center solutions).

o Excellent communication and presentation skills with strong problem solving and analytical skills

o Proven ability to work independently and professionally in high pressure/visibility situations within tight timeframes

o Understanding of enterprise-scale platform architecture to which includes considerations for high availability and business continuity.

o Familiar with data communication protocols such as Web, telephony, and other protocols: HTTP, SIP, TLS/SSL, TCP/IP, SNMP, LDAP, RDP, SDP

o Familiarity with Docker and container-based development and deployment practices

o Proficiency managing, configuring and tuning Linux operating systems

o Working knowledge of VoIP, SIP and data applications/networking

o Provision new services/technologies, providing cost effective telecommunications systems and technology options/solutions

o Examine customer needs to determine the best telecommunications equipment/service(s) and/or solution(s) to meet their needs

o Softphone software installs, configuration and troubleshooting

o System backups and reboots

o Documentation of process and procedures as assigned

o Ability to troubleshoot problems, perform dev unit testing/quality assurance, and support user acceptance testing to ensure successful project implementations. Provide the appropriate level of documentation and transition information for project efforts for application support and knowledge sharing as desired by methodology.

o Experience supporting 24/7, continuous availability production environments

The Skills that are Key to this role

o You own the outcome by taking personal accountability for delivering strong results

o You can collaborate with others in a team-oriented, fast-paced environment

o You create clean and testable code that can be used as an example to less experienced engineers

o You question the way things are done, always seeking to improve the productivity of the team

o You can make the complex understandable. Solve complex problems, not just detect them

o You believe automation is key to produce high quality software at an increasingly faster pace

o Passion and intellectually curiosity to learn new technologies and business areas

o Translate architectural standards into application level design

o Creating intuitive solutions to real world business problems

o Excellent facilitation, influencing and negotiation skills

o Excellent communication skills, both through written and verbal channels

o Excellent collaboration skills to work with multiple teams in the organization and understand when and how to escalate

The Value You Deliver

o Guiding/developing, communicating and overseeing implementation of high-level and low-level design in compliance to roadmap, architecture and design standards defined by Business Unit

o Working closely with business and technology teams to help increase speed of delivery, improve quality of code, improve production stability and availability

o Collaborating in an autonomous team, owning all aspects of delivery (Coding, Quality, DevSecOps) as well as helping to transform the devops, provisioning, testing and operational capabilities of the platform

o Simplifying the complex through consistency, refactoring and repeatability

o Helping in developing and executing operational stability practices supporting the Associate Experience within the Call Centers and Investment Centers

o Improving monitoring & telemetry of applications, platforms and service interdependences allowing Service Desk and Support teams to be proactive vs reactive

o Helping lead support teams through incident management and crisis management

o Leading end to end sub initiatives

o Supporting and communicating relevant IT governance policies, procedures, and processes

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a Best Place to Work in 2023. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working”. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every four weeks. These requirements are subject to change.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 3.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We welcome those with experience in jobs such as Software Developer, Computer Technician, and Computer User Support Specialist and others in the Computers and Technology to apply.

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