Job Description:Come and join our 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 essential 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 full stack engineers with a thirst for continued learning, a team-first attitude, and a focus on delivering value to the organization. The platform services over 20M clients and processes more than 35M customer interactions per year while operating on a 24x7 basis.The Expertise You HaveMinimum two to four years voice/routing experienceExperience using vendor contact center products like Genesys composer to create and maintain routing strategiesExcellent communication and presentation skills with strong problem solving and analytical skillsExpertise with Agile (Scrum, Kanban) delivery and software design, development, test and operational automationUnderstanding of enterprise-scale platform architecture to which includes considerations for high availability and business continuity.Use tools, best practices, and related development methodologies as well as effectively address functional and quality goals of systems during design activities.Familiarity with Docker and container-based development and deployment practices as well as with CI/CD pipelinesSome experience managing, configuring and tuning Linux operating systemsConsult and help mediate and resolve routing issues, coordinate trouble reports and follow through to resolutionAbility to work independently and professionallySystem monitoring and performance evaluationDocumentation of process and procedures as assignedIntroductory experience with navigating carrier customer portals (Verizon VEC, AT&T Business Direct)Willing to support 24/7, continuous availability production environmentsThe Skills that are Key to this roleYou own the outcome by taking personal accountability for delivering strong resultsYou can collaborate with others in a team-oriented, fast-paced environmentYou create clean and testable code that can be used as an example to less experienced engineersYou question the way things are done, always seeking to improve the productivity of the teamYou collaborate with others to create simple solutions from complex problemYou believe automation is key to produce high quality software at an increasingly faster pacePassion and intellectually curiosity to learn new technologies and business areasTranslate architectural standards into application level designCreating intuitive solutions to real world business problemsStrong facilitation, influencing and negotiation skillsExcellent communication skills, both through written and verbal channelsExcellent collaboration skills to work with multiple teams in the organization and understand when and how to escalateThe Value You DeliverLeading technology solutions to deliver business value across scrum team(s) by creating intuitive solutions to real world business problemsGrowing our agile development culture through use of excellent engineering skills and a deep knowledge of industry standard methodologiesGuiding/developing, communicating and overseeing implementation of high-level and low-level design in compliance to roadmap, architecture and design standards defined by Business UnitWorking closely with business and technology teams to help increase speed of delivery, improve quality of code, improve production stability and availability 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 platformSimplifying the complex through consistency, refactoring and repeatabilityHelping in developing and executing operational stability practices supporting the Associate Experience within the Call Centers and Investment CentersImproving monitoring & telemetry of applications, platforms and service interdependences allowing Service Desk and Support teams to be proactive vs reactive Helping lead support teams through incident management and crisis managementLeading end to end sub initiativesSupporting and communicating relevant IT governance policies, procedures, and processesFidelity Investments is an equal opportunity employer.Category:Information Technology