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AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Senior Telecommunications Engineer

Lake County, Illinois Req ID 2208791 Category Information Technology Division AbbVie

Abbvie is seeking a Senior Telecommunications 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

  • Minimum 3+ 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
  • Understand product and software life cycle and capacity planning for Contact Center applications
  • Strong verbal and written communication skills
  • Bachelor’s degree in related discipline or equivalent experience
  • Five9 or Nice InContact systems a plus
  • Strong time management and organizational skills
  • Excellent interpersonal, collaboration, problem solving, presentation and leadership skills
Significant Work Activities: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Travel: Yes, 10 % of the Time
Job Type: Experienced
Schedule: Full-time
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