Fidelity Investments
Salt Lake City, UT
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.
· 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.
· 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.
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.
Information Technology
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.