Solution Architect - Pharmacy Contact Center

Employer
AbbVie
Location
Lake County, IL, US
Posted
Aug 09, 2019
Ref
1905256
Required Education
Bachelors Degree
Position Type
Full time
AbbVie's Pharmacy business unit is looking for a Solutions Architect to be part of the contact center transformation journey to define information architecture, application architecture, technology architecture, and deliver end-to-end next generation omni channel patient engagement solutions.

This position will report to Associate Director - PS Strategic Programs, and will work across Access & Reimbursement, Patient Assistance Program, Pharmacy Services, administrative services functional areas.

This position is expected to conceive, design, engineer, and implement data and software solutions that solve significant business problems, generate new proposals and lead the implementation efforts, Investigate, identify, and implement state-of-the-art technology platforms that drive productivity and efficiency gains across functional areas.

This position is expected to act as a lead in his/her area of expertise and critically evaluate relevant technological advances and integrate this knowledge into new business technology solutions.

Key Responsibilities Includes:

  • Elicits and communicates the organization's business strategy; works directly with business unit clients to understand specific business processes and needs and opportunities for improvement; identifies IT capabilities and information required to support the business processes and collaborates in the development of appropriate information management strategies, developing them as an integrated part of the business strategy.
  • Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
  • Identifies current and emerging business needs and evaluates alternative technology solutions using standard information systems methodologies and best practices. Proactively seek out strategic business opportunities with business unit executives for the application of new or existing technology capabilities.
  • Develops technology strategies that meet the requirements of the business. Identifies the business benefits of alternative strategies. Ensures compliance between business strategies and technology directions. Prepares testing plans to confirm that requirements and system design are accurate and complete.
  • Conducts training. Identify process disconnects and translate them into improvement opportunities with cost savings or avoidance, productivity improvements, or revenue generating business benefits. Develops business relationships and integrates activities with other BTO's to ensure successful implementation and support of project efforts.
  • Manages relationships between clients involved and BTOs to assure effective communication between the groups is occurring. Brokers services within BTS community on behalf of customers; coordinates system solutions.
  • Allies with other BTS functional areas to remain current on project status, and inform customer management of progress; conversely, keeps BTS managers aware of user issues and resolves conflicts.
  • Identifies the impact of any relevant statutory, internal or external regulations on the organization's use of information.
  • Exercises considerable latitude in determining objectives of assignment. Has defined authority and responsibility for a significant area of work, including technical, financial and quality aspects. Establishes organizational objectives and delegates assignments. Accountable for actions and decisions taken by self and subordinates.
  • Good understanding of various contact center solution components like, call, text, chat, email, call recording, call monitoring, call analytics, workforce management.
  • Exploring tools capabilities with respect to the future business needs and enabling them for business use.
  • Knowledge of platform Integration with other applications like salesforce, dispensing, analytics etc.


  • Bachelors Degree or an equivalent combination of education and work experience.
  • 8-10 years of related work experience in technology space.
  • Experience of exploring, analyzing, executing proof of concepts with new technology solutions in addressing business needs.

Additional Information

  • AbbVie is an Equal Employment Opportunity employer: At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.