Senior IVA & Contact Center Automation Engineer

ABBVIE; North Chicago (IL); On-site; USD 85,000 - 162,000; Full time

Benefits offered by this job

401(k) plan

Paid time off

Medical/dental/vision insurance

Job summary

AbbVie is seeking a Senior Contact Center Platform Engineer to lead IVA and automation across voice and digital channels. You will own advanced automation patterns, drive integration with Five9 and Salesforce, and ensure seamless handoffs to live agents with preserved context and journey history.

Responsibilities include governance, performance optimization, and mentoring teams to deliver scalable, compliant automation that improves patient, HCP, customer, and agent experiences.

Qualifications

• Bachelor's or Master's with relevant experience in contact center automation.
• Experience designing and optimizing IVA, chatbots, and omnichannel routing.
• Understanding of WFM/QM and live-agent handoff patterns.

Responsibilities

• Lead the design, engineering, implementation, support, and optimization of IVA and contact center automation.
• Own advanced automation patterns across voice and digital channels.
• Engineer seamless automation-to-agent handoff with preserved context and journey history.
• Design integrations to Five9, CRM systems, APIs, and backend apps.
• Monitor and improve IVA performance using containment, escalation, latency, and completion rate metrics.
• Provide technical guidance and mentoring to engineers and product teams.
• Produce documentation, runbooks, and governance for IVA capabilities.
• Ensure compliance with security, data protection, and SDLC standards.

Skills

IVR design

Automation engineering

Contact center concepts

Five9 IVA

CRM integration

Routing & handoff

Performance analytics

Education

Bachelor's degree in a relevant field

Tools

Five9

Salesforce/CRM

APIs

Job description

AbbVie is seeking a Senior Contact Center Platform Engineer to lead IVA and automation across voice and digital channels. You will own advanced automation patterns, drive integration with Five9 and Salesforce, and ensure seamless handoffs to live agents with preserved context and journey history.

Responsibilities include governance, performance optimization, and mentoring teams to deliver scalable, compliant automation that improves patient, HCP, customer, and agent experiences.