Senior IVA & Contact Center Automation Engineer

AbbVie Inc.

North Chicago (IL)

On-site

USD 110,000 - 170,000

Full time

4 days ago

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Job summary

AbbVie is seeking a Senior Contact Center Platform Engineer, IVA & Automation to lead the design, engineering, and optimization of intelligent automation across voice and digital channels. You will own advanced patterns, ensure seamless handoffs to live agents, and shape integrations with Five9, CRM systems, and authentication services.

You will partner with operations, architecture, product, and analytics teams to deliver scalable, compliant automation that improves patient and customer

Qualifications

Bachelor's degree or higher with relevant automation/IVR experience.
Experience designing and implementing IVA and contact center automation.

Responsibilities

Lead design, engineering, implementation and optimization of IVA and contact center automation.
Own advanced automation design patterns across voice and digital channels.
Engineer seamless automation-to-agent handoff with context preservation.
Design integrations to Five9, telephony, CRM systems, and APIs.
Maintain governance, testing, and release validation for automation solutions.
Provide technical guidance to engineers, operations, and product teams.

Skills

IVA design

Conversational IVR

Automation engineering

Integration patterns

Five9

CRM integrations

ACD routing

Monitoring & analytics

Security & compliance

SDLC & governance

Education

Bachelor's degree

Master's degree (preferred)

Tools

Five9

Salesforce/CRM

APIs

Telephony platforms

Job description

You will partner with operations, architecture, product, and analytics teams to deliver scalable, compliant automation that improves patient and customer

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