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.
Please 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.
Skills Required
- 5+ years of experience in business or systems analysis
- Experience in technology transformation initiatives
- Strong requirements elicitation skills
- Knowledge of workforce management concepts and metrics
- Understanding of APIs, integrations, and system architectures
- Ability to bridge business and technical teams
- Strong communication and analytical skills
Fidelity Investments Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fidelity Investments and has not been reviewed or approved by Fidelity Investments.
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Strong & Reliable Incentives — Bonuses, commissions, and profit-sharing are presented as generous and meaningful components of total compensation, with certain roles achieving high total earnings through multiple pay streams. Variable pay is consistently framed as a positive contributor beyond base salary.
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Retirement Support — A 401(k) match up to 7% alongside additional profit-sharing up to 10% materially enhances long-term compensation. These retirement features are highlighted as standout strengths of the overall package.
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Parental & Family Support — Generous paid parental leave (16 weeks maternity, 12 weeks parental), backup dependent care, and adoption assistance provide robust family support. Hybrid work and caregiving resources further ease family responsibilities.
Fidelity Investments Insights
What We Do
At Fidelity, our goal is to make financial expertise broadly accessible and effective in helping people live the lives they want. We do this by focusing on a diverse set of customers: - from 23 million people investing their life savings, to 20,000 businesses managing their employee benefits to 10,000 advisors needing innovative technology to invest their clients’ money. We offer investment management, retirement planning, portfolio guidance, brokerage, and many other financial products. Privately held for nearly 70 years, we’ve always believed by providing investors with access to the information and expertise, we can help them achieve better results. That’s been our approach- innovative yet personal, compassionate yet responsible, grounded by a tireless work ethic—it is the heart of the Fidelity way.
