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About AbbVie

AbbVie (NYSE:ABBV) is a global, research-driven biopharmaceutical company committed to developing innovative advanced therapies for some of the world’s most complex and critical conditions. The company’s mission is to use its expertise, dedicated people and unique approach to innovation to markedly improve treatments across four primary therapeutic areas: immunology, oncology, virology and neuroscience. In more than 75 countries, AbbVie employees are working every day to advance health solutions for people around the world.  For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook or LinkedIn.​

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Engineer, Technology II - Contact Center

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Information Technology
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2002373 Requisition #
Join our Talent Community
Purpose:

Technical expert that will independently identify, engineer, and optimize new data, software, and  technology contact center solutions that address critical business needs. Continuously seek to improve existing methods and contact center processes. Read and adapt literature and publicly available information to accomplish assignments. Demonstrate proficiency in a broad range of contact center techniques and methods for information technology engineering, including software development, data warehousing, statistics, machine learning, and/or technology infrastructure (including servers, storage, network connectivity, and virtualization/cloud environments). Contact center Technology Engineers will be aligned to a specific area: Information, Software, Data, or Infrastructure.

Responsibilities:
  • Independently design and develop data, software, and contact center technology solutions to answer scientific or business questions. Demonstrate proficiency across contact center technologies related to programming languages, data integration, data warehousing, and data visualization and analysis. 
  • Serve as technical expert and technical staff to develop, test and implement significant new contact center products, or operational improvements or devise new approaches to problems at the division/business unit.
  • Analyzes and resolves technical problems using analytical problem solving methods/techniques and associated tools/devices.
  • Contribute to advancement of own function by studying state-of-the-art contact center tools, techniques, and computing equipment; participate in educational opportunities and professional organizations.
  • Demonstrate strong proficiency across a wide range of contact center technologies and platforms including but not limited to PBX, ACD, call recording and reporting, telco functions and interactions, and softphone environments.
  • Highly autonomous and productive in performing activities, requiring only minimal direction from or interaction with supervisor. Accountable for total project scope, budget, completion within budget constraints and scheduled completion date. Accountable for successful and timely completion of all tasks/projects under direct and matrix control.
  • Understand and adhere to corporate standards regarding applicable Corporate and Divisional Policies, including code of conduct, safety, GxP compliance, data security, and the software development lifecycle.
  • Bachelors degree with 7 years relevant experience OR Masters degree and at least 5 years experience.
  • Produces and maintains required technical documentation associated with work product.
  • Obtain estimates/quotes from vendors and provide as input into overall project time and cost estimates.
  • Excellent written and oral English communication skills.
  • Proven implementation of creative technology solutions that advanced the business.


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.

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