Contact Center Technology Engineer

About AbbVie

AbbVie's mission is to discover and deliver innovative medicines and solutions 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 including immunology, oncology, and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn,Facebook, Instagram, X and YouTube.

The Contact Center Technology Engineer supports the delivery, operation, and continuous improvement of OneHUB contact center technology capabilities. This is a junior technical role designed to build future contact center engineering talent through exposure to platform support, enhancement delivery, release management, testing, business discovery, and incident management.

Working under the guidance of senior engineers and platform leaders, this role develops knowledge of contact center technologies, customer engagement processes, solution delivery practices, and operational support models. The role participates in discovery and requirements clarification without serving as a traditional Business Systems Analyst or primary requirements owner.

The position supports future growth into advanced contact center engineering and platform leadership roles by helping the individual learn how operational needs, user feedback, and business challenges translate into technology enhancement opportunities and delivery requirements.

Responsibilities

Platform Support & Operations

• Support day-to-day operation of contact center technologies and related business processes.
• Assist with troubleshooting, incident resolution, issue triage, and escalation activities.
• Partner with vendors, operations teams, support teams, and senior engineers to maintain platform stability and service quality.

Technology Delivery & Enhancements

• Participate in platform enhancement and technology delivery activities that improve customer, patient, and agent experiences.
• Assist with configuration support, validation, testing, deployment support, and operational readiness activities.
• Build knowledge of contact center platforms, automation capabilities, customer engagement solutions, and delivery practices.

Release Management

• Support release planning, deployment readiness, implementation validation, and post-release monitoring activities.
• Participate in testing, defect tracking, change management, operational readiness, and release documentation efforts.
• Help ensure production changes are communicated, validated, and handed off appropriately to support teams.

Business Discovery & Requirements Clarification

• Participate in discussions with business stakeholders and operations teams to understand business needs, user feedback, and operational challenges.
• Help translate operational needs, user feedback, and business challenges into technology enhancement opportunities and delivery requirements.
• Document enhancement requests, user impacts, workflow observations, and solution opportunities to support senior engineers and product partners.
• Develop understanding of customer journeys, agent workflows, contact center operations, and performance drivers to support better technology delivery.

Documentation & Development

• Maintain support procedures, knowledge articles, troubleshooting guides, release notes, and operational documentation.
• Develop technical, operational, and business knowledge through hands-on work, mentorship, and project participation.
• Follow corporate standards related to security, privacy, compliance, change management, and technology governance.

Required

• Bachelor's Degree in Information Technology, Engineering, Business, Operations, or any related field with 2 years of experience, or Associate's Degree plus 6 years of experience.
• Experience supporting enterprise applications, technology platforms, or business systems.
• Strong problem-solving, communication, documentation, and organizational skills.
• Ability to learn new technologies, business processes, delivery practices, and support models quickly.
• Interest in developing expertise in contact center technology, customer experience platforms, release management, and technology delivery.

Preferred

Experience supporting contact center platforms, CRM systems, service platforms, or customer engagement technologies.

Experience participating in technology releases, testing activities, change management, or operational support processes.

Exposure to customer service operations, healthcare, pharmaceutical, patient services, or regulated environments.

Familiarity with automation, AI-enabled solutions, conversational technologies, or digital customer engagement capabilities.

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:

The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.

We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.

This job is eligible to participate in our short-term incentive programs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html