Principal Contact Center Platform Architect

AbbVie Inc.; North Chicago (IL); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

AbbVie Inc. is seeking a Principal Contact Center Platform Engineer to lead enterprise-scale CC platform architecture, governance, and integration across voice, digital, and CRM systems.

You will shape roadmaps, establish standards, and mentor engineers for scalable, compliant platforms that deliver reliable customer and agent experiences. The role partners with IT and business leaders to evaluate technologies, drive modernization, and ensure resiliency and operational readiness across the

Qualifications

• Bachelor's degree with 8 years of related experience or higher degrees with fewer years.
• Extensive experience with contact center systems and platform domains (routing, IVR, CTI, WFM, QA, CRM integration).
• Experience deploying cloud contact center apps with DR, BCP, resiliency patterns.

Responsibilities

• Lead enterprise-scale contact center platform architecture and engineering governance.
• Design scalable contact center solutions improving reliability, cost efficiency, and customer/agent experience.
• Provide high-level technical consultation to IT and business leadership.
• Establish engineering standards, guardrails, testing, and deployment readiness for platforms.
• Lead evaluation and recommendations of contact center technologies and vendor capabilities.
• Shape roadmaps with business and technology leadership for modernization and investments.
• Define integration patterns across Salesforce, pharmacy systems, identity services, APIs.
• Mature resiliency, DR, failover, monitoring, and runbooks for critical platforms.
• Mentor platform engineers and ensure high technical quality across the team.
• Ensure compliance with corporate policies including GxP, data security, and privacy.
• Communicate complex technical concepts clearly to executives and stakeholders.
• Drive reusable architecture patterns and documentation frameworks.

Skills

Contact center architecture

Vendor evaluation

Cross-functional leadership

Solutions design

Education

Bachelor's degree in related field

Tools

Five9

Salesforce/CRM

Pharmacy fulfillment systems

Job description

AbbVie Inc. is seeking a Principal Contact Center Platform Engineer to lead enterprise-scale CC platform architecture, governance, and integration across voice, digital, and CRM systems.

You will shape roadmaps, establish standards, and mentor engineers for scalable, compliant platforms that deliver reliable customer and agent experiences. The role partners with IT and business leaders to evaluate technologies, drive modernization, and ensure resiliency and operational readiness across the