Senior Contact Center 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 Senior Contact Center Platform Engineer, IVA & Automation leads the design, engineering, implementation, optimization, and operational governance of intelligent virtual assistant and contact center automation capabilities across voice and digital channels. This role owns advanced automation patterns within the contact center ecosystem, including conversational IVR, chatbots, voice bots, intelligent routing, agent assist, knowledge-driven self-service, API-enabled transactions, and automation-to-agent handoff experiences. 

This role works across business, contact center operations, platform engineering, architecture, product, analytics, and vendor teams to deliver scalable, compliant, measurable, and supportable automation capabilities that improve patient, HCP, customer, and agent experiences. The role is accountable for ensuring IVA and automation solutions improve self-service, reduce unnecessary escalation, improve operational efficiency, support enterprise service goals, and maintain reliable handoff to live agents when automation is not the appropriate path. 

This role leads the advanced IVA and automation engineering, reusable design patterns, performance optimization, integration strategy, governance, and technical guidance for more complex automation capabilities. 

Responsibilities:

• Lead the design, engineering, implementation, support, and optimization of IVA and contact center automation capabilities, including conversational IVR, chatbots, voice bots, intelligent routing, agent assist, workflow automation, and API-enabled self-service experiences. 
• Own advanced automation design patterns across voice and digital channels, including intents, utterances, dialog logic, routing rules, fallback handling, escalation logic, authentication steps, and automation-to-agent handoff experiences. 
• Engineer seamless automation-to-agent handoff experiences that preserve context, customer intent, authentication state, journey history, interaction data, routing logic, and operational continuity when a patient, HCP, or customer transitions from self-service to live support. 
• Design and engineer integrations connecting IVA capabilities to Five9, telephony platforms, Salesforce or CRM systems, authentication services, APIs, backend applications, knowledge platforms, enterprise data sources, and related contact center technologies. 
• Own the continuous optimization backlog for IVA and automation capabilities using performance indicators such as containment rate, escalation rate, intent accuracy, latency, availability, completion rate, customer experience, operational performance, and live-agent handoff effectiveness. 
• Monitor, analyze, and improve IVA and automation performance, identifying opportunities to improve self-service completion, reduce avoidable escalations, increase intent recognition accuracy, improve responsiveness, and enhance patient, HCP, customer, and agent experience. 
• Partner with contact center operations, workforce management, and quality management stakeholders to ensure IVA, routing, automation, and handoff designs support operational performance, staffing assumptions, quality monitoring needs, coaching workflows, service levels, and customer experience goals. 
• Troubleshoot and resolve conversational defects, platform incidents, integration issues, routing defects, handoff failures, and automation performance issues in partnership with internal technology teams, contact center operations, and external vendors. 
• Lead testing strategy, release validation, deployment readiness, post-implementation verification, and production readiness for intelligent automation capabilities to ensure solution quality, business continuity, and operational supportability. 
• Establish reusable engineering standards and governance practices for IVA and automation capabilities, including naming conventions, conversational design standards, test approaches, monitoring expectations, documentation practices, runbooks, support models, and operational controls. 
• Provide technical guidance and mentoring to contact center platform engineers, operations partners, analysts, product owners, and delivery teams on IVA design, automation troubleshooting, optimization practices, integration patterns, and engineering standards. 
• Produce and maintain technical documentation, configuration records, conversational design artifacts, integration documentation, operating procedures, support procedures, and operational runbooks associated with delivered IVA and automation capabilities. 
• Ensure IVA and automation capabilities comply with enterprise security requirements, governance controls, SDLC standards, data protection requirements, privacy expectations, quality controls, and applicable corporate and divisional policies. 
• Partner effectively with business stakeholders, contact center operations, product owners, Journey Engineers, analysts, architects, developers, data teams, and vendors to continuously improve automation methods, processes, customer experience, and handoff between automation and live agents. 
• What makes this role different--
  • Leads advanced contact center automation engineering rather than basic platform configuration. 
  • Owns IVA and automation capabilities across design, build, optimization, reliability, and operational governance. 
  • Defines reusable automation patterns, conversational design practices, routing logic, escalation paths, fallback handling, and live-agent handoff standards. 
  • Uses operational and performance analytics to maintain a continuous optimization backlog. 
  • Connects automation design to contact center operations, including ACD, routing, service levels, WFM/QM impacts, knowledge management, CRM/case management, and digital channels. 
  • Provides technical guidance to platform engineers, operations partners, architects, product owners, analysts, developers, and vendors. 
  • Ensures automation solutions are secure, supportable, measurable, compliant, and aligned to patient, HCP, customer, and agent experience goals. 

Qualifications

Required 

• Bachelor's Degree with 5 years of relevant experience; OR Master's Degree in a relevant field with 4 years of relevant experience. 
• Experience designing, building, implementing, supporting, or optimizing contact center automation capabilities such as IVA, conversational IVR, chatbots, voice bots, intelligent routing, agent assist, or conversational AI. 
• Strong understanding of contact center concepts including IVA, ACD, omnichannel routing, case management/CRM, WFM/QM, knowledge management, digital channels, agent workflows, service levels, quality monitoring, live-agent handoff patterns, and operational performance measurement. 
• Demonstrated ability to translate business requirements, customer journeys, and service objectives into conversational flows, intents, utterances, dialog logic, routing rules, escalation handling, and technical solution designs. 
• Experience engineering integrations with contact center platforms, telephony systems, CRM systems, authentication services, APIs, backend applications, knowledge bases, and enterprise technologies required for end-to-end self-service experiences. 
• Ability to monitor and analyze solution performance using metrics such as containment, escalation, intent accuracy, latency, availability, completion rate, customer experience, and handoff performance. 
• Strong troubleshooting and root-cause analysis skills across conversational defects, routing issues, platform incidents, integration issues, handoff failures, and automation performance challenges. 
• Working knowledge of software development lifecycle practices, change management, testing disciplines, release validation, deployment readiness, and enterprise operational support expectations. 
• Ability to organize and present project objectives, technical recommendations, progress updates, solution outcomes, risks, and operational findings in a clear and professional manner. 
• Strong verbal and written communication skills, including the ability to escalate open issues appropriately, provide clear status updates, and keep stakeholders informed. 
• Experience producing, maintaining, and governing technical documentation associated with system configurations, integrations, support procedures, runbooks, and delivered solutions. 
• Understanding of and commitment to corporate and divisional policies related to code of conduct, safety, compliance requirements, data security, privacy, and technology governance. 
• Technical Domains--
  • Intelligent virtual assistants, conversational IVR, chatbots, voice bots, and conversational AI. 
  • Contact center automation, intelligent routing, agent assist, workflow automation, and API-enabled self-service. 
  • Five9 and related contact center platform capabilities. 
  • ACD concepts, omnichannel routing, queue management, skills-based routing, and escalation design. 
  • Agent Desktop, CTI, screen pop behavior, CRM connectivity, and live-agent handoff design. 
  • Salesforce or CRM case management integration patterns. 
  • Authentication, APIs, backend applications, knowledge bases, and enterprise data sources. 
  • Knowledge management and content structures that support automated self-service. 
  • WFM/QM concepts and how automation, routing, call flow, and handoff decisions affect forecasting, staffing, quality monitoring, coaching workflows, service levels, and operational performance. 
  • Monitoring and optimization of containment, escalation, intent accuracy, latency, availability, completion rate, customer experience, and handoff performance. 
  • Security, privacy, consent, data minimization, auditability, compliance controls, and regulated contact center operations. 

Preferred 

• Experience supporting intelligent virtual assistants, chatbots, voice bots, conversational AI, or contact center automation solutions in a production enterprise environment. 
• Experience with Five9 IVA, Five9 Studio, conversational IVR, intelligent routing, agent assist, or related contact center automation capabilities. 
• Knowledge of contact center platforms, telephony integrations, CRM connectivity, authentication methods, API-based integration patterns, and knowledge management integration. 
• Experience monitoring solution performance and using analytics to improve containment, reduce unnecessary escalation, increase intent accuracy, improve completion rates, and enhance customer experience. 
• Experience with WFM/QM touchpoints, including how automation and routing decisions influence staffing, forecasting, quality monitoring, coaching, and operational performance. 
• Experience contributing to technical presentations, knowledge-sharing sessions, engineering standards, and reusable design patterns. 
• Experience obtaining vendor estimates or quotes and providing input into broader project effort, timeline, or cost planning. 
• Demonstrated ability to maintain effective working relationships with affiliates, subsidiaries, vendors, and platform partners in alignment with organizational values and vendor management practices. 
• Exposure to infrastructure, integration, data, analytics, or monitoring components that support conversational AI and contact center technologies. 
• Experience mentoring others, promoting best practices, and driving continuous improvement across methods, processes, engineering standards, and service delivery outcomes. 

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 short-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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