Principal Contact Center Platform Engineer

Description

The company needs a principal platform engineer to act as the senior technical authority for its contact center platforms and related subsystems, covering voice, digital, automation, routing, integration, quality, workforce, telephony, resiliency and customer engagement.

The role sets architecture, engineering standards and technical governance for enterprise-scale contact center technology, advises IT and business leaders on complex platform decisions, assesses new capabilities and vendors, and mentors engineers across the contact center engineering track.

This is the step above the Senior Contact Center Platform Engineer role. The senior role centres on hands-on platform delivery and advanced IVA or automation work; this role owns the wider platform architecture, standards, reliability patterns, vendor strategy, reusable practices and cross-platform leadership.

Responsibilities

• Lead architecture, engineering design, implementation strategy and governance for major contact center systems and subsystems at enterprise scale.
• Design and build scalable contact center solutions that address significant business problems and improve productivity, reliability, quality, cost and both customer and agent experience.
• Advise business unit and IT management at the highest technical level on contact center platforms, integrations, operating models and engineering practices.
• Set and enforce engineering standards, reusable patterns, architecture guardrails, documentation expectations, testing approaches, deployment readiness practices and support models for contact center platforms.
• Lead evaluation, selection, proofs of concept and recommendations for contact center technologies, vendor offerings and platform components, weighing business value, technical fit, scalability, security, supportability, cost and long-term strategy.
• Work with business and technology leaders to shape the contact center roadmap, find modernization opportunities, rationalise platform capabilities and direct investment toward scalability, reliability, cost and experience gains.
• Lead integration strategy and design patterns across contact center platforms, Salesforce/CRM, pharmacy fulfillment systems, authentication services, knowledge platforms, data platforms, reporting and analytics, telephony and carrier services and enterprise APIs.
• Define and mature resiliency, disaster recovery, business continuity, failover, monitoring, observability and operational readiness patterns for critical contact center platforms and integrations.
• Build reliability engineering practices for contact center platforms: service health indicators, monitoring, alerting, incident patterns, root-cause analysis, runbooks and steady reduction of recurring issues.
• Resolve complex tradeoffs between platform capability, delivery speed, cost, resilience, security, compliance, vendor fit, integration complexity, supportability and long-term maintainability.
• Apply knowledge of the pharmaceutical business and the OneHUB service model to make contact center technology agile, useful, compliant and cost-effective across several business areas.
• Build and use relationships with affiliates, subsidiaries, vendors and industry peers, in line with the company's values, vendor management expectations and purchasing practices.
• Provide technical leadership, mentoring, design review and engineering guidance to platform engineers, senior engineers, delivery teams, vendors and operations partners. You may direct others' work and give input on performance and technical development.
• Follow corporate policies, including the code of conduct, safety, GxP compliance, data security, privacy and the software development lifecycle.
• Acts as the principal technical authority for major contact center systems and subsystems.
• Owns platform architecture patterns, engineering standards, integration strategy, reliability patterns and technical governance across the contact center ecosystem.
• Gives the highest level of technical advice to IT and business leaders on complex platform decisions.
• Leads evaluation, selection, proofs of concept and recommendations for contact center technologies and vendor capabilities.
• Sets resiliency, disaster recovery, business continuity, failover, observability and operational readiness expectations for critical platforms and integrations.
• Resolves complex tradeoffs between capability, cost, speed, resilience, compliance, security, vendor fit and long-term maintainability.
• Mentors engineers and raises technical maturity across the contact center platform engineering discipline.

Requirements

• Required: a Bachelor's degree with 8 years of experience in a related field, a Master's degree with 6 years, or a PhD with 2 years.
• Advanced experience with contact center platforms such as contact routing, CTI, ACD, IVR, call recording, workforce management, quality management, digital channels, IVA, CRM integration and multichannel handling across voice, email, chat, SMS and messaging.
• Experience deploying and supporting contact center cloud applications, including disaster recovery, business continuity, failover, operational readiness and resiliency patterns.
• Experience leading product selection, vendor evaluation, technology assessments, proofs of concept and recommendations, based on industry trends, business drivers, technical fit, scalability, supportability and cost.
• In-depth knowledge of the systems development lifecycle, contact center platform architecture, client-area functions, integration patterns and alternative technologies for application and platform development.
• Experience integrating contact center solutions with CRM, Salesforce, pharmacy fulfillment systems, authentication services, knowledge platforms, analytics platforms, telephony services and enterprise APIs.
• Proven record of building creative, scalable and reliable solutions that improved business outcomes, operational performance or platform capability.
• Strong ability to solve key project problems, challenge assumptions and make sound technical decisions with incomplete information, using engineering judgment, business context and expertise.
• Ability to advise IT and business leaders at the highest technical level and explain complex recommendations clearly to executive, business, operations, vendor and engineering audiences.
• Experience leading or mentoring technical teams, guiding engineering work, reviewing designs and raising technical quality across a platform engineering discipline.
• Excellent written and spoken English.
• Technical domains: Contact center cloud platforms and CCaaS capabilities, including Five9 and its ecosystem components.
• Technical domains: ACD, IVR, CTI, call recording, workforce management, quality management, digital channels and omnichannel routing.
• Technical domains: IVA, conversational automation, intelligent routing, agent assist, workflow automation and AI-enabled contact center capabilities.
• Technical domains: Salesforce/CRM integration, pharmacy fulfillment integration, authentication services, knowledge platforms, data platforms, reporting and analytics, and enterprise APIs.
• Technical domains: Telephony, carrier connectivity, SIP, network dependencies, call routing architecture and operational continuity patterns.
• Technical domains: Reliability engineering, observability, monitoring, alerting, incident patterns, root-cause analysis, runbooks and recurring issue reduction.
• Technical domains: Disaster recovery, business continuity planning, platform failover, operational readiness and service restoration design.
• Technical domains: Security, privacy, data protection, auditability, GxP, compliance controls and regulated contact center operations.
• Technical domains: Vendor capability assessment, technology evaluation, solution selection, proof-of-concept design and platform roadmap input.
• Preferred: Work experience in pharmaceuticals or another regulated environment.
• Preferred: Experience in contact center support, technology platform operations, platform engineering, solution engineering or contact center architecture.
• Preferred: Experience with Five9 or similar enterprise contact center cloud platforms.
• Preferred: Experience with Salesforce/CRM, pharmacy fulfillment, patient services, customer service, product support, post-market quality or medical information contact centers.
• Preferred: Experience with IVA, conversational automation, intelligent routing, agent assist, AI-enabled contact center capabilities and automation-to-agent handoff design.
• Preferred: Experience setting up platform reliability practices, observability models, incident reduction strategies and support models for critical contact center services.
• Preferred: Experience managing vendor relationships, assessing emerging technologies, working with industry peers and contributing to roadmap or investment recommendations.
• Preferred: Experience creating reusable architecture patterns, engineering standards, integration guardrails, deployment readiness practices and technical documentation frameworks.

Conditions

Pay disclosure applies where state or local law requires it: the posted base pay range is the company's good-faith expectation at posting, based on the job grade. Actual pay within it depends on factors including location, and the company may pay above or below the range, which may change.

The role is eligible for long-term incentive programs.

Any bonus, commission, incentive, benefit or other pay is earned, vested and determinable only when paid, and remains at the company's sole discretion, subject to applicable law.

The company is an equal opportunity employer, including for veterans and disabled people.

Open to US and Puerto Rico only.

Benefits

• Paid time off: vacation, holidays and sick leave.
• Medical, dental and vision insurance.
• 401(k) for eligible employees.