The Director of Architecture will define capabilities, solutions, patterns, standards, and guidelines related to the Fidelity Contact Center and the Associate Desktop Experience.
Requirements
- Ten years or more working in an architecture or engineering role with five years or more experience as a solution architect.
- Deep subject matter expertise in one or more of the following areas related to large enterprise contact centers: Infrastructure, IVR and artificial intelligence self service experiences, large CCaaS implementations, Agent desktop including agent assist and workflow automation, operational performance capabilities such as workforce management, recording with screen capture, and data analytics.
- Experience designing and supporting enterprise level infrastructure using public cloud technologies, particularly AWS and Azure.
- Excellent communication, interpersonal and relationship building skills.
- Experience with enterprise user experience strategy.
- Passion for solving complex problems and a track record of delivering innovative solutions.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
