Senior Telephony Solutions Analyst

AbbVie Inc.; Chicago (IL); On-site; USD 110,000 - 165,000; Full time

Job summary

AbbVie in Chicago seeks a business telephony program lead to own end-to-end requirements for AbbVie OneHUB telephony. You will partner with clinical, IT, and vendor teams to translate business needs into prioritized requirements and acceptance criteria, enabling a connected customer experience across care pathways.

You will manage a unified telephony roadmap, document current and future-state processes, coordinate validation testing, and drive rollout readiness with stakeholders and vendors

Qualifications

• Experience translating stakeholder needs into clear business requirements and user stories.
• Familiarity with telephony workflows including IVR and call routing.
• Ability to document current and future-state processes for standardization.
• Strong cross-functional collaboration with IT, vendors and regulatory teams.

Responsibilities

• Understand end-to-end telephony needs across OneHUB functions and ensure regulatory compliance.
• Develop and manage a unified telephony roadmap with business priorities.
• Own requirements lifecycle from intake to acceptance criteria.
• Maintain a consolidated backlog and prioritize with stakeholders and IT.
• Coordinate validation and user acceptance testing with stakeholders.
• Coordinate rollout readiness, communications and training with teams, IT and vendors.
• Use reporting and insights to assess outcomes and identify improvements.
• Partner with IT and vendors to monitor capabilities and delivery commitments.

Skills

Stakeholder management

Requirements gathering

Business analysis

Regulatory compliance

Communication

Cross-functional collaboration

Vendor coordination

Process documentation

Tools

CRM systems

IVR systems

Telephony platforms

Analytics/Reporting tools

Job description

AbbVie in Chicago seeks a business telephony program lead to own end-to-end requirements for AbbVie OneHUB telephony. You will partner with clinical, IT, and vendor teams to translate business needs into prioritized requirements and acceptance criteria, enabling a connected customer experience across care pathways.

You will manage a unified telephony roadmap, document current and future-state processes, coordinate validation testing, and drive rollout readiness with stakeholders and vendors