Senior Telephony Business Analyst

AbbVie; Illinois; On-site; USD 110,000 - 150,000; Full time

Job summary

AbbVie is seeking a Telephony Solutions Business Analyst to own the end-to-end requirements for AbbVie OneHUB telephony systems. You will collaborate with stakeholders, IT and vendors to translate business needs into prioritized requirements, user stories and acceptance criteria, ensuring regulatory compliance and a connected customer experience.

The role emphasizes roadmap management, backlog prioritization, testing readiness and effective roll-out communications to ensure adoption and

Responsibilities

• Understand end-to-end telephony needs and patient/healthcare stakeholder journeys, ensuring regulatory compliance.
• Maintain a unified telephony roadmap with prioritized enhancements and interdependencies.
• Own the requirements lifecycle from intake to acceptance and traceability.
• Manage a consolidated backlog and drive prioritization with IT and business stakeholders.
• Define call routing, IVR, queue management and integrations with CRM systems.
• Coordinate validation, testing readiness, issue resolution and user cutover activities.
• Monitor outcomes, identify gaps, and propose improvements to inform the roadmap.

Job description

AbbVie is seeking a Telephony Solutions Business Analyst to own the end-to-end requirements for AbbVie OneHUB telephony systems. You will collaborate with stakeholders, IT and vendors to translate business needs into prioritized requirements, user stories and acceptance criteria, ensuring regulatory compliance and a connected customer experience.

The role emphasizes roadmap management, backlog prioritization, testing readiness and effective roll-out communications to ensure adoption and