The Principal AI Site Reliability Engineer at Fidelity will focus on driving operational excellence and intelligent automation for critical contact center applications. This role involves enhancing system reliability and reducing manual toil while improving the associate experience. The engineer will lead initiatives that leverage AI-driven automation and industry best practices to transform the support model. The position requires strong communication skills and the ability to deliver measurable improvements in stability and efficiency.

• 10+ years in technology operations, systems engineering, or production support leadership.
• Proven ability to deliver complex improvement initiatives in large-scale, high-availability environments.
• Deep expertise in IT Service Management (ITSM), incident/problem management, and operational process optimization.
• Advanced knowledge of observability and monitoring tools such as OTEL, Splunk, DataDog, Prometheus, and Grafana.
• Experience leveraging AI and automation to drive efficiency and reliability.
• Proficiency in scripting and automation using Python, Bash, PowerShell, or similar.
• Strong understanding of On-Prem and Public Cloud environments including AWS, Azure, and GCP.
• Familiarity with networking, load balancing, and security fundamentals.
• Agile and DevOps mindset with experience in CI/CD and operational automation.
• Exceptional communication, collaboration, and stakeholder management skills.

• Lead initiatives to advance observability, automation, and operational efficiency for critical associate-facing applications.
• Drive proactive monitoring and AI-powered telemetry to minimize reactive incident response and accelerate resolution.
• Collaborate with engineering and business leaders to prioritize and resolve issues impacting associate experience.
• Implement automation and self-service capabilities to reduce manual intervention and improve reliability.
• Establish and track SLIs/SLOs to measure and optimize system performance.
• Communicate progress, outcomes, and technical concepts clearly to senior leadership and stakeholders.
• Inspire, mentor, and guide teams toward operational excellence.

• Fidelity offers competitive compensation, annual bonuses, retirement contributions, comprehensive healthcare coverage, parental leave, tuition assistance, wellness programs, and extensive professional development opportunities.