Senior IVA & Contact Center Automation Engineer

AbbVie Inc.; Chicago (IL); On-site; USD 130,000 - 190,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k)

Job summary

AbbVie is seeking a Senior Contact Center Platform Engineer, IVA & Automation to lead design, engineering, and operational governance of intelligent virtual assistant and contact center automation across voice and digital channels.

You will own advanced automation patterns, drive performance metrics, and collaborate with operations, product, analytics, and vendors to deliver scalable, compliant self-service experiences that improve patient, HCP, customer, and agent outcomes.

Qualifications

• Bachelor's Degree with 5 years of relevant experience or Master's Degree 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.

Responsibilities

• Lead design, engineering, implementation, support, and optimization of IVA and contact center automation across voice and digital channels.
• Own advanced automation design patterns across voice and digital channels, including intents, utterances, dialog logic, routing rules, and escalation handling.
• Engineer seamless automation-to-agent handoff experiences preserving context and journey history during transitions to live support.
• Design and engineer integrations to Five9, telephony platforms, Salesforce/CRM, authentication services, APIs, backend apps, and knowledge platforms.
• Maintain a continuous optimization backlog using metrics like containment rate, escalation rate, latency, and completion rate.

Skills

Conversational IVR

Chatbots

Voice bots

Intelligent routing

Agent assist

APIs integration

Knowledge management

CRM connectivity

Automation patterns

Troubleshooting

Education

Bachelor's Degree in relevant field

Master's Degree in relevant field

Tools

Five9

CRM systems

Telephony platforms

Authentication services

APIs

Backend applications

Knowledge bases

Job description

AbbVie is seeking a Senior Contact Center Platform Engineer, IVA & Automation to lead design, engineering, and operational governance of intelligent virtual assistant and contact center automation across voice and digital channels.

You will own advanced automation patterns, drive performance metrics, and collaborate with operations, product, analytics, and vendors to deliver scalable, compliant self-service experiences that improve patient, HCP, customer, and agent outcomes.