Principal Contact Center Platform Architect

BioSpace

North Chicago (IL)

On-site

USD 120,000 - 210,000

Full time

39 hours ago

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Job summary

AbbVie is seeking a Principal Contact Center Platform Engineer to drive enterprise-scale architecture across voice, digital, routing, and integration domains. You will lead design, governance, and roadmap decisions for OneHUB platform technologies, mentor engineers, and partner with IT and business leadership to deliver scalable, reliable contact center capabilities.

The role requires deep expertise in CCaaS, CRM integration, and platform resiliency, with a focus on cross-functional leadership,

Qualifications

Bachelor’s degree with 8+ years in related field; advanced experience in contact center platforms.
Experience with contact center cloud apps, including DR/BC/Failover and resiliency patterns.
Proven ability to evaluate vendors, run PoCs, and recommend platform improvements.
Excellent written and spoken English with ability to communicate to executives.

Responsibilities

Lead enterprise-scale contact center platform architecture, engineering design, and governance.
Conceive and implement scalable contact center solutions improving reliability and cost effectiveness.
Provide technical consultation across IT and business leadership on platform decisions.
Establish engineering standards, patterns, guardrails, and deployment readiness practices.
Mentor platform engineers and guide cross-functional delivery teams.