Senior IVA & Contact Center Automation Engineer

AbbVie; Illinois; Vor Ort; USD 140.000 - 190.000; Vollzeit

Zusammenfassung

AbbVie is seeking a Senior Contact Center Platform Engineer to lead IVA and automation across voice and digital channels. You will define design patterns, optimize routing, and enable seamless handoffs to live agents while maintaining context and security.

The role collaborates with operations, architecture, product, and vendor teams to deliver scalable automation that improves patient and customer experiences and reduces escalations.

Qualifikationen

• The candidate should have 5+ years of relevant experience in contact center automation or IVA design.
• Experience building, deploying, or optimizing IVA, chatbots, voice bots, and routing for multi-channel environments.
• Strong knowledge of SLAs, governance, and SDLC in enterprise settings.

Aufgaben

• Lead design, engineering, implementation, support, and optimization of IVA and contact center automation.
• Own advanced automation design patterns across voice and digital channels including routing rules and handoff logic.
• Engineer seamless automation-to-agent handoff preserving context and journey history.
• Design integrations with Five9, telephony, CRM systems, and APIs.
• Monitor and improve IVA performance using metrics like containment and latency.
• Provide technical guidance to engineers, operations, and product teams.

Kenntnisse

IVA design

Conversational IVR

Chatbots

Voice bots

Intelligent routing

Agent assist

Workflow automation

API-enabled self-service

Solution performance monitoring

Ausbildung

Bachelor's degree in a relevant field

Tools

Five9

CRM integration

Authentication services

Jobbeschreibung

AbbVie is seeking a Senior Contact Center Platform Engineer to lead IVA and automation across voice and digital channels. You will define design patterns, optimize routing, and enable seamless handoffs to live agents while maintaining context and security.

The role collaborates with operations, architecture, product, and vendor teams to deliver scalable automation that improves patient and customer experiences and reduces escalations.