James Walsh has over 25 years of experience in contact center operations and leadership. He currently serves as Vice President of Personal Investments Contact Center Operations at Fidelity Investments, where he oversees 7 locations, 4,600 agents, and 17 million annual interactions. Previously he held several vice president roles at Fidelity in contact center engineering and operations. He has a proven track record of implementing strategies to improve customer experience, increase efficiency, and optimize workforce management.