Senior Contact Center Platform Architect

AbbVie; United States; On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401(k) plan

Job summary

AbbVie is seeking a Principal Contact Center Platform Engineer to define, govern, and advance enterprise-scale contact center capabilities. You will lead architecture, standards, and cross-system integrations, guiding modernization and ensuring reliability across voice, digital channels, and analytics.

You will mentor engineers, collaborate with IT and business leaders, and shape the technology roadmap for AbbVie’s OneHUB ecosystem, including CRM and fulfillment integrations.

Qualifications

• Bachelor's degree with 8+ years in a related field; or advanced degrees with fewer years.
• Experience with contact center systems (routing, CTI, IVR, WFM, QA) and CRM integration.
• Experience deploying cloud contact center apps with disaster recovery and resiliency patterns.
• Ability to lead vendor evaluations, PoCs, and platform roadmaps.

Responsibilities

• Lead enterprise-scale contact center platform architecture and governance.
• Design and implement scalable contact center tech solutions improving reliability and cost effectiveness.
• Provide senior technical consultation to IT and business leadership.
• Establish engineering standards, guardrails, testing, and deployment readiness.
• Evaluate technologies, vendor capabilities, and platform components for value and fit.
• Partner with leaders to shape roadmap and modernization opportunities.
• Lead integration patterns across CRM, pharmacy systems, APIs, and data platforms.
• Define resiliency, DR, and operational readiness patterns for critical platforms.

Skills

Platform architecture

Technical leadership

English proficiency

Vendor evaluation

Education

Bachelor's Degree in related field

Master’s Degree

PhD

Tools

Salesforce

Five9

CRM integration

Job description

AbbVie is seeking a Principal Contact Center Platform Engineer to define, govern, and advance enterprise-scale contact center capabilities. You will lead architecture, standards, and cross-system integrations, guiding modernization and ensuring reliability across voice, digital channels, and analytics.

You will mentor engineers, collaborate with IT and business leaders, and shape the technology roadmap for AbbVie’s OneHUB ecosystem, including CRM and fulfillment integrations.