Contact Center Analyst

Description

AbbVie is seeking a Patient Engagement Analyst (Five9 Analyst or Contact Center Analyst) who understands contact-center telephony, IVR/IVA, and call routing, with Five9 experience being the strongest preference. The role is NOT intended to be a pure developer or hands-on Five9 administrator. A third-party vendor performs the actual technical builds and system changes. This person will primarily serve as the functional bridge between the business and that technical vendor. AbbVie needs someone who understands the technology well enough to: - Gather requirements from business stakeholders - Understand how those requirements affect IVR/IVA and routing - Translate requirements into instructions for the technical vendor - Coordinate enhancements and changes - Support testing and validation - Troubleshoot existing operations - Analyze performance and agent feedback - Help tune and optimize the environment Five9 is the strongest preference. However, Five9 is not an absolute requirement. This team will consider candidates with strong experience in comparable platform such as: - NICE - Genesys - Avaya - Other enterprise contact-center platforms This person does NOT have to directly make all of the changes within Five9. Day to Day Responsibilities: Existing Operations & Platform Support: - Renewing existing IVR/IVA performance - Addressing agent feedback - Investigating routing issues - Identifying where calls may be mishandled - Determining appropriate adjustments - Testing and validation changes New Projects & Requirements: The other half will involve new initiatives, including: - New brand launches - New phone numbers - New Patient Services initiatives - New routing requirements - Adjustments to existing programs - New IVR/IVA functionality This individual should be comfortable working with contact-center operational date and metrics, including: - Routing accuracy - Containment rates - Abandonment - Latency - Other relevant IVR/IVA and call-center KPIs

Skills

Contact Center, Five9, telephony, IVR, IVA, Requirement Gathering, stakeholder management, analytical skill, avaya, Genesys

Top Skills Details

Contact Center,Five9,telephony,IVR,IVA,Requirement Gathering,stakeholder management,analytical skill

Additional Skills & Qualifications

- Experience with conversational AI, Natural Language Processing, or NLP-driven virtual agents - Familiarity with Salesforce Health Cloud or Salesforce Life Sciences Cloud environments - Experience supporting healthcare, pharma, patient services or patient engagement ops

Experience Level

Intermediate Level

This is a Contract position based out of Mettawa, IL.

The pay range for this position is $53.00 - $53.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Mettawa,IL.

This position is anticipated to close on Sep 26, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.