FAQs
What is the focus of the Principal Systems Engineer role at Fidelity?
The role focuses on providing world-class capabilities and services for the Contact Center platform, including voice, email, and web chat communication channels, ensuring continual improvement and a strong customer experience.
What are the key qualifications for this position?
The role requires a minimum of 10 years of experience in voice/telephony, strong leadership and organizational skills, excellent communication and presentation abilities, expertise in Agile delivery, and familiarity with various data communication protocols and tools.
Is experience with Genesys or Amazon Connect required for this position?
While experience with Genesys and Amazon Connect is beneficial, candidates with other contact center experience or an SRE background are encouraged to apply and learn the current platform.
What type of work environment does the team operate in?
The team operates in an agile scrum environment, focusing on collaboration, continual learning, and delivering value to the organization.
What is the expected work schedule for this role?
The role involves supporting a 24/7 continuous availability production environment, which may require flexibility in work hours to manage incidents and deployments.
What technologies or practices should candidates be familiar with?
Candidates should be familiar with Docker, CI/CD pipelines (utilizing tools like uDeploy and Ansible), Linux operating systems, VoIP, SIP, and telecommunications solutions.
What type of skills are emphasized for success in this role?
Key skills include accountability for outcomes, collaboration in a team-oriented environment, problem-solving abilities, automation mindset, and excellent communication and facilitation skills.
Is there a preference for candidates with leadership experience?
Yes, strong leadership and organizational skills are preferred, as the role involves guiding teams and overseeing implementation practices in compliance with architectural and design standards.
How does Fidelity value diversity and inclusion in the workplace?
Fidelity is committed to creating a diverse and inclusive workplace, valuing associates for their unique perspectives and experiences, and fostering a culture of belonging.
Are accommodations available for applicants with disabilities?
Yes, Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. Requests can be initiated by contacting AccommodationsIreland@fmr.com.