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
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category or location option. Click "Add" to create your job alert.
Category Location
- Information Technology, North Chicago, Illinois, United States
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Keywords: Allergan, Chicago , Senior Telecommunications Engineer II, IT / Software / Systems , Chicago, Illinois
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