14 days ago
Durham, NC, USAStaff+
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 and CP-SAT.
- Own the constraint model end to end, translating business rules into maintainable solvable models.
- Build a production-grade solver service within the WFM platform that meets latency targets.
- Define and validate schedule-quality metrics and instrument the service for production monitoring.
- Build and execute tests and validation for optimization algorithms to ensure performance, scalability, and accuracy.
- Collaborate with architects and engineering teams to integrate optimization models into the enterprise optimization engine.
- Present methodologies, findings, and results to engineering and business stakeholders.
- Partner with workforce-planning and real-time-analyst stakeholders to validate operational usability of generated schedules.
Requirements
- Bachelor’s or master’s degree in operations research, mathematics, computer science, or a related field.
- At least 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, or Azure.
- Experience working with large datasets and large-scale optimization problems.
- Direct experience modeling and solving workforce or resource-scheduling problems.
- Working knowledge of the WFM domain.
- Knowledge of distributed systems and event-driven architecture.
- Preferred: experience building scheduling or optimization capabilities at a WFM SaaS provider or large in-house contact-center operations team.
- Preferred: familiarity with Gurobi, CPLEX, or OptaPlanner.
- Preferred: experience applying ML, AI, or data science.
Benefits
- Fidelity is transitioning to a full-time onsite working model through a phased rollout; onsite requirements vary by region and role and may evolve.
- This transition does not apply to fully remote roles.
About Fidelity
Fidelity’s mission is to strengthen the financial well-being of our customers and deliver better outcomes for the clients and businesses we serve. Fidelity’s strength comes from the scale of our diversified, market-leading financial services businesses that serve individuals, families, employers, wealth management firms, and institutions. With assets under administration of $15.0 trillion, including discretionary assets of $5.9 trillion as of March 31, 2025, we focus on meeting the unique needs of a broad and growing customer base. Privately held for 78 years, Fidelity employs more than 77,000 associates across the United States, Ireland, and India. For our Terms and Conditions, please visit http://go.fidelity.com/LIterms