Fidelity is seeking a hands-on professional to develop a modern Workforce Management platform focused on optimizing contact center scheduling. The role involves creating a constraint-solver foundation using CP-SAT/OR-Tools to enhance workforce planning and resource allocation. The ideal candidate will work closely with architects and engineering teams to integrate optimization models into the platform while ensuring operational usability of generated schedules. This position requires a strong background in operations research and programming to solve complex scheduling problems.

• Bachelor's or master's degree in operations research, Mathematics, Computer Science, or a related field.
• 5+ years of experience in applying operations research techniques to real-world problems.
• Hands-on production experience with OR-Tools, CP-SAT, or a comparable constraint-programming/mixed-integer-programming solver.
• Strong foundation in linear programming, integer programming, or stochastic optimization.
• Proficiency in Java, Python, or C++.
• Experience with cloud platforms such as AWS, GCP, or Azure.
• Experience working with large datasets and solving large scale optimization problems.
• Direct experience modeling and solving workforce or resource scheduling problems.
• Working knowledge of WFM domain.
• Knowledge of distributed systems and event-driven architecture.

• 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/CP-SAT.
• Own the constraint model end to end by formalizing business rules into a solvable, maintainable model.
• Build the production-grade solver as a service within the WFM platform that meets latency targets for real forecast group volumes.
• Define and validate schedule quality metrics and instrument the service for quality monitoring in production.
• Build and execute tests and validation of optimization algorithms to deliver performance, scalability, and accuracy.
• Collaborate with architects and engineering teams to integrate optimization models into an enterprise-grade optimization engine.
• Effectively communicate and present findings, methodologies, and results to engineering and business stakeholders.
• Partner with workforce-planning and real-time-analyst stakeholders to validate that generated schedules are operationally usable.

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