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 Technology
