NLP DIRECTOR, DIGITAL SOLUTIONS

Fidelity Investments

Merrimack, NH, USA

Full-time

Oct 27

This job is no longer accepting applications.

Job Description:

The Role

We are looking for a hardworking individual ready to join a dynamic team responsible for the creation and support of cutting-edge customer and associate facing AI voice applications in the support of the Advanced Digital Solutions product area. These solutions will use innovative design and development practices to create more intuitive and human ways for Fidelity associates and customers to interact with, and navigate, the complexity of broad Personal Investments product offering.

The Expertise and Skills You Bring 

  • Bachelor's degree or equivalent experience
  • Working experience within an agile (SCRUM, XP, Kanban, etc.) development environment, Agile ceremony management expertise or desire to quickly adopt
  • Domain knowledge and subject matter expertise with Fidelity Personal Investments policy, procedures and service model (prior licensed-role experience preferred and may be maintained)
  • Demonstrated data-driven business problem solving and analytical skills
  • Excellent leadership, communication, and collaboration skills
  • Experience leading large field deployments
  • QA testing experience is a plus
  • Experience managing products targeting voice/call experiences (VUI, IVR, Routing, Agent desktop, Voice storage)
  • Roles exploring and deploying innovative products related to voice enabled Virtual Assistants (e.g., voice storage, compression, speech-to-text, text-to-speech, voice biometrics)
  • A self-driven learner with a passion for advancing her/his skills

The Team

You will be part of an NLP Branch Voice Squad responsible for the creation and support of customer and associate facing AI- voice technologies. The team builds solutions that allow customers to interact digitally with support systems in increasingly human ways, on the channels that are critical to the customer service experience to help get the job done for any customer request. As part of the team, you will be enabling associates to get the most out of what Fidelity can offer through the creation of intuitive and highly engaging experiences for today's digitally savvy associates. This role is for a Business Analyst looking to build a career in the fast-paced arena of natural language digital solutions, who can help the team execute on a mission critical customer experience driven vision

Certifications:


Company Overview

At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning and growth so you can build the career you’ve always imagined. We welcome associates from different backgrounds and with different perspectives to help us innovate and make a difference for our customers and our communities.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 2.

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