Principal Contact Center Platform Engineer
AbbVie
Principal Contact Center Platform Engineer serves as senior technical authority for enterprise contact center systems at AbbVie. Responsible for defining platform architecture, engineering standards, vendor strategy, and technical governance across voice, digital, automation, and customer engagement domains while providing leadership to engineering teams.
Responsibilities
- Lead enterprise-scale contact center platform architecture, design, implementation strategy, and technical governance
- Conceive and implement scalable contact center solutions addressing business problems and improving reliability and cost effectiveness
- Provide highest-level technical consultation to business and IT leadership on platform decisions and strategy
- Establish and govern engineering standards, reusable patterns, testing approaches, and deployment readiness practices
- Define resiliency, disaster recovery, and operational readiness patterns for critical platforms and integrations
Requirements
- Bachelor's degree with 8 years related experience, or Master's with 6 years, or PhD with 2 years
- Expertise in enterprise contact center platform architecture and design
- Experience with contact center technologies spanning voice, digital, automation, and routing
- Demonstrated ability to establish engineering standards and governance practices
- Knowledge of integration patterns across CRM, telephony, data platforms, and enterprise APIs
- Experience evaluating and selecting vendor solutions and technology capabilities
- Understanding of pharmaceutical business operations and compliance requirements
Vacancy posted 5 days ago
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