Systems Engineer

New Today

The Team

Come and join our team that provides Fidelity with the world class capabilities and services which connect our associates to our millions of participants, members, and customers. We are an agile scrum team that is responsible for the Contact Center platform and engineering which provides our voice, email, and web chat communication channels. Continual improvement is essential in our space. This requires us to seek out associates who are curious, innovative, and driven to settle for nothing less than complete obsession with the experiences of our customers and associates. We pride ourselves on being full stack engineers with a thirst for continued learning, a team-first attitude, and a focus on delivering value to the organization. The platform services over 20M clients and processes more than 35M customer interactions per year while operating on a 24x7 basis.

The Expertise You Have
Bachelor's degree in Computer Science or equivalent
6+ years hands-on experience as a systems engineer
Design, build and maintain Amazon Connect Contact Flows and routing logic
Implement dynamic and skill-based routing using AWS Lambda (Node.js or Python) and Dynamo DB
Integrate Amazon Lex bots for conversational IVR, third APIs, and enterprise systems e.g., CRM, case management
Manage call recording, error handling, and failover routing logic
Configure and maintain queues, routing profiles and hours of operation
Troubleshoot call logs using CloudWatch and optimize routing for performance
Provide documentation, knowledge transfer, and architectural guidance to internal teams
Work cross-functionally with internal teams (cloud, security, telephony, support) as needed
Experience with version control and CI/CD for Lambda deployments.
Expertise with Agile (Scrum, Kanban) delivery and software design, development, test and operational automation
Understanding of enterprise-scale platform architecture to which includes considerations for high availability and business continuity.
Exposure to Genesys will be a plus
Familiarity with Docker/Kubernetes and container-based development and deployment practices will be a plus
Hands-on AWS experience or demonstrated desire to build cloud experience (e.g. certifications, training)
Proven ability to work independently and professionally in high pressure/visibility situations within tight timeframes
Self-starter, curious, collaborative, innovative, eager to learn and teach others every day
The Value You Deliver
Write high-quality code for our applications that is reliable, scalable, and reusable
Understand the leadership vision and execute on that vision
Strengthen and promote the culture of innovation by setting examples
Find creative ways to get things done, and do them right
Foster a culture of best in class software engineering practices
Exercise a passion for keeping your knowledge up-to-date with the latest and greatest
Ensure the high level of integrity in the team
Take ownership and accountability for figuring out what needs to be done
Company Overview

At Fidelity, we are focused on 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 associate for their unique perspectives and experiences. For information about working at Fidelity, visit

Fidelity Investments is an equal opportunity employer.
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Location:
Merrimack, NH, United States

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