Systems Engineer

The Team

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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 Have

Bachelor’s degree in Computer Science or equivalent

6+ years hands-on experience as a systems engineer

Design, build and maintain Amazon Connect Contact Flows and routing logic

Implement dynamic and skill-based routing using AWS Lambda (Node.js or Python) and Dynamo DB

Integrate Amazon Lex bots for conversational IVR, third APIs, and enterprise systems e.g., CRM, case management

Manage call recording, error handling, and failover routing logic

Configure and maintain queues, routing profiles and hours of operation

Troubleshoot call logs using CloudWatch and optimize routing for performance

Provide documentation, knowledge transfer, and architectural guidance to internal teams

Work cross-functionally with internal teams (cloud, security, telephony, support) as needed

Experience with version control and CI / CD for Lambda deployments.

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

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

Exposure to Genesys will be a plus

Familiarity with Docker / Kubernetes and container-based development and deployment practices will be a plus

Hands-on AWS experience or demonstrated desire to build cloud experience (e.g. certifications, training)

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

Self-starter, curious, collaborative, innovative, eager to learn and teach others every day

The Value You Deliver

Write high-quality code for our applications that is reliable, scalable, and reusable

Understand the leadership vision and execute on that vision

Strengthen and promote the culture of innovation by setting examples

Find creative ways to get things done, and do them right

Foster a culture of best in class software engineering practices

Exercise a passion for keeping your knowledge up-to-date with the latest and greatest

Ensure the high level of integrity in the team

Take ownership and accountability for figuring out what needs to be done

Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associate for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com.

Fidelity Investments is an equal opportunity employer.