Senior Telecommunications Engineer

Abbvie is seeking a Senior Telecom Contact Center Engineer with hands on experience and skills to engineer, design, configure, deploy, operate, and maintain a Global Contact Center.

The successful candidate will collaborate and consult with vendors, internal customers, and business leaders to engineer solutions to meet business requirements. The ideal candidate will be responsible for advanced telecom contact center solutions, design, testing, implementation of call flows, IVR’s & IVA’s, click to call, & chat. The individual will bring a passion for Contact Center Cloud technologies, including Engineering Omni channel voice, chat, fax, SMS & chat bots.

Responsibilities:

• Work with stakeholders to align overall business requirements for next generation Contact Center Platform
• Design, Configure, implement contact center designs, perform training, documentation, monitoring, validation, turn-up, feature verification, migration, support readiness, tools, and methods for Contact Center Platform
• Provide detailed progress and executive updates on all relevant activities
• Ensure compliance of all infrastructure and vendor Contact Center solution standards
• Work closely with network, security, end point border teams on Contact Center solutions in a complex environment
• Understand network for capacity, bandwidth, traffic peaks, performance, and availability of Contact Center infrastructure to recommend improvements in technologies and practices to improve efficiency and metrics

Requirements:

Basic Qualifications:

• Bachelor’s Degree with 6 years’ experience; Master’s Degree with 5 years’ experience; PhD with 0 years’ experience.
• Minimum 5+ years of experience related to Contact Center engineering
• Desirable experience engineering and implementing all or some of the following Contact Center modules: omni channel, skills-based routing, universal queuing, intelligent callback, click to call/click to chat, self-service/IVR/IVA applications, cradle to grave reporting, and real-time dashboards
• Desirable experience engineering and implementing all or some of the following Quality Monitoring modules: voice analytics, VoIP recording, screen-capture, Scheduling/Workforce Management
• Proven experience in capturing, documenting, and supporting end users’ requests, as well as working as a key element bridging the needs of the business with the IT capabilities
• Demonstrated ability to utilize Contact Center management tools, assuring performance, and interfacing with vendors
• Expert understanding Five9 & Nice InContact systems a plus
• Understand product and software life cycle and capacity planning for Contact Center applications
• Strong verbal and written communication skills

Preferred Qualifications:

• Five9 or Nice InContact systems a plus
• Strong time management and organizational skills
• Excellent interpersonal, collaboration, problem solving, presentation and leadership skills

AbbVie is an equal opportunity employer including disability/vets. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because 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, status as a disabled veteran, recently separated veteran, Armed Forces service medal veteran or active duty wartime or campaign badge veteran or a person’s relationship or association with a protected veteran, including spouses and other family members, or any other protected group status. We will take affirmative action to employ and advance in employment qualified minorities, women, individuals with a disability, disabled veterans, recently separated veterans, Armed Forces service medal veterans or active-duty wartime or campaign badge veterans. The Affirmative Action Plan is available for viewing in the Human Resources office during regular business hours.