Senior Telecommunications Engineer II

Company: Allergan
Location: Chicago
Posted on: March 20, 2023

Job Description:

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 II Primary North Chicago, Illinois Req ID 2301196 Category Information Technology Division AbbVie 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 metricsRequirements:Basic Qualifications:
  • Bachelor's Degree with 7 years' experience; Master's Degree with 6years' experience; PhD with 2+ 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 skillsPreferred Qualifications:
    • Five9 or Nice InContact systems a plus
    • Strong time management and organizational skills
    • Excellent interpersonal, collaboration, problem solving, presentation and leadership skillsAbbVie 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.Significant Work Activities: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)Join our talent network and receive AbbVie news and job alerts to your inbox. First name Last name Email address Phone number Interested In Please select a category or location option. Click "Add" to create your job alert. Category Location
      • Information Technology, North Chicago, Illinois, United States Remove Confirm Email Phishing scam alertAs an online job seeker, you could be a target of cyber (online) thieves seeking to secure personal information from you by sending you "phishing" messages. Please be alert to and protect yourself from phishing scams. Find out how you can avoid being a victim of job phishing scams.

Keywords: Allergan, Chicago , Senior Telecommunications Engineer II, IT / Software / Systems , Chicago, Illinois