Note: Fidelity will not provide immigration sponsorship for this position.
The Role
Fidelity is building a modern, in-house Workforce Management (WFM) platform. You will own and build a constraint-solver foundation for the Contact Center Workforce Management schedule optimization engine leveraging a CP-SAT/OR-Tools engine at enterprise scale and reliability. This role is deeply a hands-on role, you will design, develop, and implement advance optimization models and algorithms to solve complex workforce planning and scheduling problems.
Key Responsibilities
Research, design, and develop optimization models for contact center workforce planning, scheduling and resource allocation.
Design and implement the schedule optimization engine using OR-Tools/CP-SAT
Own the constraint model end to end: formalize business rule into a solvable, maintainable model.
Build the production-grade solver as a service within the WFM platform that meets latency targets for real forecast group volumes
Define and validate schedule quality metrics (coverage attainment, constraint violations, solve time, solution stability across re-solves) and instrument the service so quality can be monitored in production.
Build and execute tests and validation of optimization algorithms to deliver performance, scalability, and accuracy
Collaborate with architects and engineering teams to integrate optimization models into an enterprise-grade optimization engine of the workforce management platform.
Effectively communicate and present findings, methodologies, and results to engineering and business stakeholders.
Partner with workforce-planning and real-time-analyst stakeholders to validate that generated schedules are operationally usable.
Required Qualifications
Bachelor’s of master’s degree in operations research, Mathematics, Computer Science, or a related field.
5+ years of experience in applying operations research techniques to real-world problems
Hands-on production experience with OR-Tools, CP-SAT, or a comparable constraint-programming / mixed-integer-programming solver.
Strong foundation in linear programming, integer programming, or stochastic optimization.
Proficiency in Java, Python, or C++.
Experience with cloud platforms such as AWS, GCP, or Azure.
Experience working with large datasets and solving large scale optimization problems.
Direct experience modeling and solving workforce or resource scheduling problems.
Working knowledge of WFM domain.
Knowledge of distributed systems and event-driven architecture
Preferred Qualifications
Prior experience building scheduling or optimization capability at a WFM SaaS provider or a large in-house contact center operations team.
Familiarity with other solver technologies (e.g., Gurobi, CPLEX, OptaPlanner).
Experience in applying ML, AI, or Data Science
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
- Bachelor's or master's degree in operations research, mathematics, computer science, or a related field
- 5+ years of experience applying operations research techniques to real-world problems
- Hands-on production experience with OR-Tools, CP-SAT, or a comparable constraint-programming or mixed-integer-programming solver
- Strong foundation in linear programming, integer programming, or stochastic optimization
- Proficiency in Java, Python, or C++
- Experience with AWS, GCP, Azure, or another cloud platform
- Experience working with large datasets and solving large-scale optimization problems
- Direct experience modeling and solving workforce or resource scheduling problems
- Working knowledge of workforce management
- Knowledge of distributed systems and event-driven architecture
- Experience building scheduling or optimization capabilities at a WFM SaaS provider or large in-house contact center operations team
- Familiarity with Gurobi, CPLEX, OptaPlanner, or other solver technologies
- Experience applying machine learning, artificial intelligence, or data science
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.
