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AbbVie Engineer, Technology II - Contact Center in North Chicago, Illinois

Engineer, Technology II - Contact Center

USA, Illinois, Lake County

New

Information Technology

Requisition #2002373

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.

Additional Information

  • Significant Work Activities and Conditions: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

  • Travel: Yes, 5 % of the Time

  • Job Type: Experienced

  • Schedule: Full-time

  • Job Level Code: IC

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