Senior Principal: Contact Center Platform Engineer

Devopsroles

Chicago (IL)

Hybrid

USD 180,000 - 240,000

Full time

14 days+

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Job summary

AbbVie is seeking a Principal Contact Center Platform Engineer to lead enterprise-scale platform architecture, standards, and governance across voice, digital, and integration domains. This senior role defines engineering practices, drives vendor strategy, and ensures resiliency and operational readiness of critical contact center platforms.

Collaboration with IT leadership and business units to shape roadmaps is essential.

Qualifications

Bachelor's Degree with 8 years of related experience; or advanced degrees with corresponding experience.
Experience with contact center systems and platform domains such as routing, CTI, ACD, IVR, call recording, workforce management, quality management, digital channels, IVA, CRM integration, and multichannel management across voice, email, chat, SMS, and messaging.
Experience deploying and supporting contact center cloud applications, including disaster recovery, business continuity, failover, operational readiness, and platform resiliency patterns.
Experience driving product selection, vendor evaluation, technology assessments, proofs of concept, and recommendations based on trends, business drivers, technical fit, scalability, and cost effectiveness.
In-depth knowledge of SDLC practices, contact center platform architecture, integration patterns, and alternatives for development.
Experience integrating contact center solutions with CRM, Salesforce, pharmacy fulfillment systems, authentication services, knowledge platforms, analytics platforms, telephony services, and enterprise APIs.

Responsibilities

Lead enterprise-scale contact center platform architecture, engineering design, implementation strategy, and technical governance across major systems and subsystems.
Conceive, design, engineer, and implement scalable contact center technology solutions that improve productivity, reliability, quality, cost effectiveness, and customer/agent experience.
Provide comprehensive technical consultation to business unit and IT management at the highest technical level across contact center platforms, integrations, operating models, and engineering practices.
Establish and govern engineering standards, reusable patterns, architecture guardrails, documentation expectations, testing approaches, deployment readiness practices, and operational support models.
Lead evaluation, selection, proof-of-concept, and recommendation of contact center technologies, vendor capabilities, and platform components based on business value, technical fit, scalability, security, supportability, cost, and long-term strategy.
Partner with business and technology leadership to shape the contact center technology roadmap and guide investments for scalability and reliability.
Lead integration strategy and design patterns across contact center platforms, Salesforce/CRM, pharmacy fulfillment systems, authentication services, knowledge platforms, data platforms, reporting/analytics, telephony and APIs.
Define and mature resiliency, disaster recovery, business continuity, failover, monitoring, observability, and operational readiness patterns for critical platforms.
Establish reliability engineering practices including service health indicators, monitoring, alerting, incident patterns, root-cause analysis, runbooks, and reduction of recurring issues.
Resolve complex tradeoffs involving platform capability, delivery speed, cost, resilience, security, and compliance.
Demonstrate knowledge of pharmaceutical business and OneHUB service model to advance compliant, cost-effective solutions.
Mentor platform engineers and guide cross-team collaboration.