Job Description:
Note: Fidelity will not provide immigration sponsorship for this position.
The Role
As a member of the Enterprise Contact Center Program and Product organization, you will play a critical role in a large-scale technology modernization initiative to replatform and build next-generation Workforce Management (WFM) capabilities.
You will partner closely with business stakeholders, product owners, and architecture/engineering teams to discover, define, and translate workforce management needs into scalable, modern system designs. This role bridges business intent and technical execution, ensuring that future-state WFM platforms support forecasting, scheduling, and real-time management capabilities across voice and digital channels.
You will take a structured, data-driven approach to discovery, requirements definition, and solution design, ensuring alignment with enterprise architecture and long-term platform strategy while delivering measurable business outcomes.
As a team member, you will...
· Partner with business leaders to document current-state processes and define future-state capabilities.
· Lead requirements gathering workshops and stakeholder interviews.
· Translate needs into user stories, use cases and acceptance criteria.
· Decompose WFM functions into scalable system components.
· Collaborate with architects on data models and integrations.
· Define system interactions across WFM, ACD, CRM, and analytics.
· Create process flows, diagrams, and data mappings.
· Define non-functional requirements like scalability and performance.
· Support vendor evaluations and fit-gap analysis.
· Partner with engineering during build and testing phases.
· Ensure traceability from requirements to implementation.
· Maintain documentation such as product and requirement documents.
The Expertise and Skills You Bring
· 5 plus years in business/systems analysis.
· Experience in technology transformation initiatives.
· Strong requirements elicitation skills.
· Knowledge of WFM concepts and metrics.
· Understanding of APIs, integrations, and architectures.
· Ability to bridge business and technical teams.
· Strong communication and analytical skills.
The Team
You will work within a Product and Analysis function with a focus on modernizing workforce systems and enabling scalable platforms.
Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.
Certifications:
Category:
Information TechnologyPlease be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
Apply
All fields are required. Candidates should limit the number of roles they apply to at any given time.
Benefits that balance life and work
From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.
Company overview
Company overview
At Fidelity, we are passionate about 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 associates for their unique perspectives and experience.
Reasonable accommodations
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.
Equal opportunity employer
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.
Applicant screening
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.