Principal Contact Center Platform Engineer

Company Description

About AbbVie

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology, and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Job Description

The Principal Contact Center Platform Engineer is the senior technical authority for OneHUB contact center platforms and related subsystems. This role is responsible for defining, engineering, governing, and continuously improving enterprise-scale contact center technology capabilities across voice, digital, automation, routing, integration, quality, workforce, telephony, resiliency, and customer engagement domains. 

This role leads enterprise-scale platform architecture, engineering standards, solution evaluation, integration strategy, resiliency, operational readiness, and technical governance across major contact center capabilities. The Principal Contact Center Platform Engineer provides highest-level technical consultation to IT and business leadership, shapes technology roadmap decisions, evaluates emerging capabilities and vendor solutions, resolves complex technical tradeoffs, and mentors platform engineers across the contact center engineering career path. 

This is the principal career step after the Senior Contact Center Platform Engineer role. While the Senior Contact Center Engineer role focuses on hands-on platform execution and advanced IVA or automation specialization, this role owns broader contact center platform architecture, standards, reliability patterns, vendor strategy, reusable engineering practices, and cross-platform technical leadership. 

Responsibilities:

• Lead enterprise-scale contact center platform architecture, engineering design, implementation strategy, and technical governance across major systems and subsystems. 
• Conceive, design, engineer, and implement scalable contact center technology solutions that solve significant business problems and improve productivity, reliability, quality, cost effectiveness, and customer and agent experience. 
• Provide comprehensive technical consultation to business unit and IT management at the highest technical level across contact center platforms, integrations, operating models, and engineering practices. 
• Establish and govern engineering standards, reusable patterns, architecture guardrails, documentation expectations, testing approaches, deployment readiness practices, and operational support models for contact center platform capabilities. 
• Lead evaluation, selection, proof-of-concept, and recommendation of contact center technologies, vendor capabilities, and platform components based on business value, technical fit, scalability, security, supportability, cost, and long-term platform strategy. 
• Partner with business and technology leadership to shape the contact center technology roadmap, identify modernization opportunities, rationalize platform capabilities, and guide investments that improve scalability, reliability, cost effectiveness, and customer and agent experience. 
• Lead integration strategy and design patterns across contact center platforms, Salesforce/CRM, pharmacy fulfillment systems, authentication services, knowledge platforms, data platforms, reporting and analytics, telephony and carrier services, and enterprise APIs. 
• Define and mature resiliency, disaster recovery, business continuity, failover, monitoring, observability, and operational readiness patterns for critical contact center platforms and integrations. 
• Establish reliability engineering practices for contact center platforms, including service health indicators, monitoring, alerting, incident patterns, root-cause analysis, runbooks, and continuous reduction of recurring issues. 
• Resolve complex technical tradeoffs involving platform capability, delivery speed, cost, resilience, security, compliance, vendor fit, integration complexity, operational supportability, and long-term maintainability. 
• Demonstrate knowledge of the pharmaceutical business and OneHUB service model to advance agile, impactful, compliant, and cost-effective contact center technology solutions across multiple business areas. 
• Mature and leverage relationships with affiliates, subsidiaries, vendors, and industry peers in accordance with AbbVie values, vendor management expectations, and purchasing practices. 
• Provide technical leadership, mentorship, design review, and engineering guidance to contact center platform engineers, senior engineers, delivery teams, vendors, and operations partners. May guide the work of others or provide input into performance and technical development. 
• Understand and adhere to corporate standards regarding applicable Corporate and Divisional Policies, including code of conduct, safety, GxP compliance, data security, privacy, and the software development lifecycle. 
• What makes this role different--
  • Acts as the principal technical authority for major contact center systems and subsystems. 
  • Owns platform architecture patterns, engineering standards, integration strategy, reliability patterns, and technical governance across the contact center ecosystem. 
  • Provides highest-level technical consultation to IT and business leadership on complex contact center platform decisions. 
  • Leads evaluation, selection, proof-of-concept, and recommendation of contact center technologies and vendor capabilities. 
  • Defines resiliency, disaster recovery, business continuity, failover, observability, and operational readiness expectations for critical platforms and integrations. 
  • Resolves complex tradeoffs involving platform capability, cost, speed, resilience, compliance, security, vendor fit, and long-term maintainability. 
  • Mentors engineers and raises technical maturity across the Contact Center Platform Engineering discipline. 

Qualifications

Required:

• Bachelor's Degree with 8 years of experience in a related field; OR Master’s Degree with 6 years of experience; OR PhD with 2 years of experience. 
• Advanced experience with contact center systems and platform domains such as contact routing, CTI, ACD, IVR, call recording, workforce management, quality management, digital channels, IVA, CRM integration, and multichannel contact management across voice, email, chat, SMS, and messaging. 
• Experience deploying and supporting contact center cloud applications, including disaster recovery, business continuity, failover, operational readiness, and platform resiliency patterns. 
• Experience driving product selection, vendor evaluation, technology assessments, proofs of concept, and recommendations based on contact center technology industry trends, business drivers, technical fit, scalability, supportability, and cost effectiveness. 
• In-depth knowledge of systems development lifecycle practices, contact center platform architecture, client-area functions, integration patterns, and technological alternatives for application and platform development. 
• Experience integrating contact center solutions with CRM, Salesforce, pharmacy fulfillment systems, authentication services, knowledge platforms, analytics platforms, telephony services, and enterprise APIs. 
• Proven implementation of creative, scalable, and reliable technology solutions that advanced business outcomes, improved operational performance, or modernized platform capabilities. 
• Strong ability to resolve key project hurdles, challenge assumptions, and make sound technical decisions using available information, engineering judgment, business context, and technical expertise. 
• Ability to provide highest-level technical consultation to IT and business leadership and communicate complex technical recommendations clearly to executive, business, operations, vendor, and engineering audiences. 
• Experience leading or mentoring technical teams, guiding engineering work, reviewing solution designs, and raising technical quality across a platform engineering discipline. 
• Excellent written and oral English communication skills
• Technical Domains--
  • Contact center cloud platforms and CCaaS capabilities, including Five9 and related ecosystem components. 
  • ACD, IVR, CTI, call recording, workforce management, quality management, digital channels, and omnichannel routing. 
  • IVA, conversational automation, intelligent routing, agent assist, workflow automation, and AI-enabled contact center capabilities. 
  • Salesforce/CRM integration, pharmacy fulfillment system integration, authentication services, knowledge platforms, data platforms, reporting/analytics, and enterprise APIs. 
  • Telephony, carrier connectivity, SIP, network dependencies, call routing architecture, and operational continuity patterns. 
  • Reliability engineering, observability, monitoring, alerting, incident patterns, root-cause analysis, operational runbooks, and recurring issue reduction. 
  • Disaster recovery, business continuity planning, platform failover, operational readiness, and service restoration design. 
  • Security, privacy, data protection, auditability, GxP considerations, compliance controls, and regulated contact center operations. 
  • Vendor capability assessment, technology evaluation, solution selection, proof-of-concept design, and platform roadmap input. 

Preferred:

• Work experience in the pharmaceutical industry or another regulated environment. 
• Experience in contact center support, technology platform operations, platform engineering, solution engineering, or contact center architecture.
• Experience with Five9 or similar enterprise contact center cloud platforms. 
• Experience with Salesforce/CRM, pharmacy fulfillment, patient services, customer service, product support, post-market quality, or medical information contact center environments. 
• Experience with IVA, conversational automation, intelligent routing, agent assist, AI-enabled contact center capabilities, and automation-to-agent handoff design. 
• Experience establishing platform reliability practices, observability models, incident reduction strategies, and operational support models for critical contact center services. 
• Experience managing vendor relationships, evaluating emerging technologies, working with industry peers, and contributing to platform roadmap or investment recommendations. 
• Experience creating reusable architecture patterns, engineering standards, integration guardrails, deployment readiness practices, and technical documentation frameworks.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future. ​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our long-term incentive programs. ​

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.​

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

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