Senior Contact Center Engineer

The Senior Contact Center Platform Engineer IVA & Automation leads the design engineering implementation optimization and operational governance of intelligent virtual assistant and contact center automation capabilities across voice and digital channels. This role owns advanced automation patterns within the contact center ecosystem including conversational IVR chatbots voice bots intelligent routing agent assist knowledge-driven self-service API-enabled transactions and automation-to-agent handoff experiences. 

This role works across business contact center operations platform engineering architecture product analytics and vendor teams to deliver scalable compliant measurable and supportable automation capabilities that improve patient HCP customer and agent experiences. The role is accountable for ensuring IVA and automation solutions improve self-service reduce unnecessary escalation improve operational efficiency support enterprise service goals and maintain reliable handoff to live agents when automation is not the appropriate path. 

This role leads the advanced IVA and automation engineering reusable design patterns performance optimization integration strategy governance and technical guidance for more complex automation capabilities. 

Responsibilities:

• Lead the design engineering implementation support and optimization of IVA and contact center automation capabilities including conversational IVR chatbots voice bots intelligent routing agent assist workflow automation and API-enabled self-service experiences. 
• Own advanced automation design patterns across voice and digital channels including intents utterances dialog logic routing rules fallback handling escalation logic authentication steps and automation-to-agent handoff experiences. 
• Engineer seamless automation-to-agent handoff experiences that preserve context customer intent authentication state journey history interaction data routing logic and operational continuity when a patient HCP or customer transitions from self-service to live support. 
• Design and engineer integrations connecting IVA capabilities to Five9 telephony platforms Salesforce or CRM systems authentication services APIs backend applications knowledge platforms enterprise data sources and related contact center technologies. 
• Own the continuous optimization backlog for IVA and automation capabilities using performance indicators such as containment rate escalation rate intent accuracy latency availability completion rate customer experience operational performance and live-agent handoff effectiveness. 
• Monitor analyze and improve IVA and automation performance identifying opportunities to improve self-service completion reduce avoidable escalations increase intent recognition accuracy improve responsiveness and enhance patient HCP customer and agent experience. 
• Partner with contact center operations workforce management and quality management stakeholders to ensure IVA routing automation and handoff designs support operational performance staffing assumptions quality monitoring needs coaching workflows service levels and customer experience goals. 
• Troubleshoot and resolve conversational defects platform incidents integration issues routing defects handoff failures and automation performance issues in partnership with internal technology teams contact center operations and external vendors. 
• Lead testing strategy release validation deployment readiness post-implementation verification and production readiness for intelligent automation capabilities to ensure solution quality business continuity and operational supportability. 
• Establish reusable engineering standards and governance practices for IVA and automation capabilities including naming conventions conversational design standards test approaches monitoring expectations documentation practices runbooks support models and operational controls. 
• Provide technical guidance and mentoring to contact center platform engineers operations partners analysts product owners and delivery teams on IVA design automation troubleshooting optimization practices integration patterns and engineering standards. 
• Produce and maintain technical documentation configuration records conversational design artifacts integration documentation operating procedures support procedures and operational runbooks associated with delivered IVA and automation capabilities. 
• Ensure IVA and automation capabilities comply with enterprise security requirements governance controls SDLC standards data protection requirements privacy expectations quality controls and applicable corporate and divisional policies. 
• Partner effectively with business stakeholders contact center operations product owners Journey Engineers analysts architects developers data teams and vendors to continuously improve automation methods processes customer experience and handoff between automation and live agents. 
• What makes this role different--
  • Leads advanced contact center automation engineering rather than basic platform configuration. 
  • Owns IVA and automation capabilities across design build optimization reliability and operational governance. 
  • Defines reusable automation patterns conversational design practices routing logic escalation paths fallback handling and live-agent handoff standards. 
  • Uses operational and performance analytics to maintain a continuous optimization backlog. 
  • Connects automation design to contact center operations including ACD routing service levels WFM/QM impacts knowledge management CRM/case management and digital channels. 
  • Provides technical guidance to platform engineers operations partners architects product owners analysts developers and vendors. 
  • Ensures automation solutions are secure supportable measurable compliant and aligned to patient HCP customer and agent experience goals. 

Qualifications :

Required 

• Bachelors Degree with 5 years of relevant experience; OR Masters Degree in a relevant field with 4 years of relevant experience. 
• Experience designing building implementing supporting or optimizing contact center automation capabilities such as IVA conversational IVR chatbots voice bots intelligent routing agent assist or conversational AI. 
• Strong understanding of contact center concepts including IVA ACD omnichannel routing case management/CRM WFM/QM knowledge management digital channels agent workflows service levels quality monitoring live-agent handoff patterns and operational performance measurement. 
• Demonstrated ability to translate business requirements customer journeys and service objectives into conversational flows intents utterances dialog logic routing rules escalation handling and technical solution designs. 
• Experience engineering integrations with contact center platforms telephony systems CRM systems authentication services APIs backend applications knowledge bases and enterprise technologies required for end-to-end self-service experiences. 
• Ability to monitor and analyze solution performance using metrics such as containment escalation intent accuracy latency availability completion rate customer experience and handoff performance. 
• Strong troubleshooting and root-cause analysis skills across conversational defects routing issues platform incidents integration issues handoff failures and automation performance challenges. 
• Working knowledge of software development lifecycle practices change management testing disciplines release validation deployment readiness and enterprise operational support expectations. 
• Ability to organize and present project objectives technical recommendations progress updates solution outcomes risks and operational findings in a clear and professional manner. 
• Strong verbal and written communication skills including the ability to escalate open issues appropriately provide clear status updates and keep stakeholders informed. 
• Experience producing maintaining and governing technical documentation associated with system configurations integrations support procedures runbooks and delivered solutions. 
• Understanding of and commitment to corporate and divisional policies related to code of conduct safety compliance requirements data security privacy and technology governance. 
• Technical Domains--
  • Intelligent virtual assistants conversational IVR chatbots voice bots and conversational AI. 
  • Contact center automation intelligent routing agent assist workflow automation and API-enabled self-service. 
  • Five9 and related contact center platform capabilities. 
  • ACD concepts omnichannel routing queue management skills-based routing and escalation design. 
  • Agent Desktop CTI screen pop behavior CRM connectivity and live-agent handoff design. 
  • Salesforce or CRM case management integration patterns. 
  • Authentication APIs backend applications knowledge bases and enterprise data sources. 
  • Knowledge management and content structures that support automated self-service. 
  • WFM/QM concepts and how automation routing call flow and handoff decisions affect forecasting staffing quality monitoring coaching workflows service levels and operational performance. 
  • Monitoring and optimization of containment escalation intent accuracy latency availability completion rate customer experience and handoff performance. 
  • Security privacy consent data minimization auditability compliance controls and regulated contact center operations. 

Preferred 

• Experience supporting intelligent virtual assistants chatbots voice bots conversational AI or contact center automation solutions in a production enterprise environment. 
• Experience with Five9 IVA Five9 Studio conversational IVR intelligent routing agent assist or related contact center automation capabilities. 
• Knowledge of contact center platforms telephony integrations CRM connectivity authentication methods API-based integration patterns and knowledge management integration. 
• Experience monitoring solution performance and using analytics to improve containment reduce unnecessary escalation increase intent accuracy improve completion rates and enhance customer experience. 
• Experience with WFM/QM touchpoints including how automation and routing decisions influence staffing forecasting quality monitoring coaching and operational performance. 
• Experience contributing to technical presentations knowledge-sharing sessions engineering standards and reusable design patterns. 
• Experience obtaining vendor estimates or quotes and providing input into broader project effort timeline or cost planning. 
• Demonstrated ability to maintain effective working relationships with affiliates subsidiaries vendors and platform partners in alignment with organizational values and vendor management practices. 
• Exposure to infrastructure integration data analytics or monitoring components that support conversational AI and contact center technologies. 
• Experience mentoring others promoting best practices and driving continuous improvement across methods processes engineering standards and service delivery outcomes. 

Additional Information :

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: 

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location and we may ultimately pay more or less than the posted range. This range may be modified in the future. 
• We offer a comprehensive package of benefits including paid time off (vacation holidays sick) medical/dental/vision insurance and 401(k) to eligible employees.
• This job is eligible to participate in our short-term incentive programs. 

Note: No amount of pay is considered to be wages or compensation until such amount is earned vested and determinable. The amount and availability of  any bonus commission incentive benefits or any other form of compensation and benefits that are allocable to a particular employee remains in the Companys sole and absolute discretion unless and until paid and may be modified at the Companys sole and absolute discretion consistent with applicable law. 

AbbVie is an equal opportunity employer and is committed to operating with integrity driving innovation transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled. 

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Work :

No

Employment Type :

Full-time