Senior Contact Center Engineer

Description

The company develops medicines for serious health conditions in immunology, oncology, and neuroscience, and also offers aesthetics products and services.

This senior role leads intelligent virtual assistant (IVA) and contact center automation across voice and digital channels. You will own advanced automation patterns such as conversational IVR, chatbots, voice bots, intelligent routing, agent assist, knowledge-based self-service, API-driven transactions, and handoffs from automation to live agents.

You will work with business, operations, platform engineering, architecture, product, analytics, and vendor teams to build automation that is scalable, compliant, measurable, and easy to support. The aim is better self-service for patients, healthcare professionals, customers, and agents, fewer unnecessary escalations, better operational efficiency, and reliable transfers to live agents when automation is not the right path.

The role goes beyond basic platform configuration. It covers design through governance, sets reusable patterns and handoff standards, and connects automation to ACD, routing, service levels, WFM and QM, knowledge management, CRM, and digital channels. You will also set technical direction for complex automation, performance tuning, and integration strategy.

Responsibilities

• Lead the design, build, rollout, support, and tuning of IVA and contact center automation, including conversational IVR, chatbots, voice bots, intelligent routing, agent assist, workflow automation, and API-based self-service.
• Define automation design patterns for voice and digital channels, covering intents, utterances, dialog logic, routing rules, fallback and escalation paths, authentication steps, and agent handoff.
• Build handoffs so that when a caller moves from self-service to a live agent, context, intent, authentication status, journey history, interaction data, routing, and continuity carry over.
• Design and build integrations between IVA and Five9, telephony, Salesforce or other CRM systems, authentication services, APIs, back-end applications, knowledge platforms, and enterprise data sources.
• Maintain a running optimization backlog based on containment, escalation, intent accuracy, latency, availability, completion rate, customer experience, operational results, and handoff quality.
• Analyze performance and find ways to raise self-service completion, cut avoidable escalations, improve intent accuracy, speed up responses, and improve the experience for patients, HCPs, customers, and agents.
• Work with operations, workforce management, and quality management so that routing, automation, and handoff designs fit staffing, forecasting, quality monitoring, coaching, service levels, and customer experience goals.
• Troubleshoot conversational defects, platform incidents, integration faults, routing defects, handoff failures, and performance problems with internal technology teams, operations, and external vendors.
• Lead test strategy, release validation, deployment readiness, post-release verification, and production readiness for intelligent automation.
• Set reusable engineering standards and governance covering naming, conversational design, testing, monitoring, documentation, runbooks, support models, and operational controls.
• Guide platform engineers, operations partners, analysts, product owners, and delivery teams on IVA design, troubleshooting, optimization, integration patterns, and engineering standards.
• Create and maintain technical documents, configuration records, design artifacts, integration documentation, operating and support procedures, and runbooks.
• Make sure automation meets enterprise security, governance, SDLC, data protection, privacy, quality, and corporate and divisional policy requirements.
• Work with business leads, operations, product owners, Journey Engineers, analysts, architects, developers, data teams, and vendors to improve automation methods, processes, customer experience, and automation-to-agent handoffs.

Requirements

• Required: a bachelor's degree plus 5 years of relevant experience, or a master's degree in a relevant field plus 4 years of relevant experience.
• Required: hands-on experience designing, building, implementing, supporting, or optimizing contact center automation such as IVA, conversational IVR, chatbots, voice bots, intelligent routing, agent assist, or conversational AI.
• Required: solid grasp of contact center concepts, including IVA, ACD, omnichannel routing, CRM and case management, WFM and QM, knowledge management, digital channels, agent workflows, service levels, quality monitoring, handoff patterns, and performance measurement.
• Required: ability to turn business requirements, customer journeys, and service objectives into conversational flows, intents, utterances, dialog logic, routing rules, escalation handling, and technical designs.
• Required: experience building integrations with contact center platforms, telephony, CRM, authentication services, APIs, back-end applications, knowledge bases, and enterprise technology needed for end-to-end self-service.
• Required: ability to measure solution performance using containment, escalation, intent accuracy, latency, availability, completion rate, customer experience, and handoff performance.
• Required: strong troubleshooting and root-cause analysis across conversational defects, routing, platform incidents, integrations, handoffs, and automation performance.
• Required: working knowledge of SDLC practices, change management, testing, release validation, deployment readiness, and enterprise operational support.
• Required: clear, professional presentation of objectives, recommendations, progress, outcomes, risks, and findings, plus strong written and verbal communication, including escalating open issues and keeping stakeholders informed.
• Required: experience producing, maintaining, and governing technical documentation for configurations, integrations, support procedures, runbooks, and delivered solutions.
• Required: understanding of and commitment to corporate and divisional policies on code of conduct, safety, compliance, data security, privacy, and technology governance.
• Required: working knowledge of Five9 and related platforms, ACD and skills-based routing, Agent Desktop, CTI, screen pop, CRM connectivity, Salesforce or CRM case management, authentication, APIs, knowledge bases, WFM and QM impacts, and security, privacy, consent, data minimization, and auditability in regulated contact centers.
• Preferred: production support for IVAs, chatbots, voice bots, conversational AI, or contact center automation in an enterprise environment.
• Preferred: experience with Five9 IVA, Five9 Studio, conversational IVR, intelligent routing, agent assist, or related automation.
• Preferred: knowledge of contact center platforms, telephony integration, CRM connectivity, authentication methods, API patterns, and knowledge management integration.
• Preferred: using analytics to improve containment, reduce unnecessary escalation, increase intent accuracy, improve completion rates, and enhance customer experience.
• Preferred: experience with WFM and QM touchpoints and how automation and routing affect staffing, forecasting, quality monitoring, and coaching.
• Preferred: experience contributing to technical presentations, knowledge-sharing sessions, engineering standards, and reusable design patterns.
• Preferred: experience obtaining vendor estimates or quotes and contributing to project effort, timeline, or cost planning.
• Preferred: effective working relationships with affiliates, subsidiaries, vendors, and platform partners, in line with organizational values and vendor management practices.
• Preferred: exposure to infrastructure, integration, data, analytics, or monitoring that supports conversational AI and contact center technology.
• Preferred: experience mentoring others, promoting best practices, and driving continuous improvement in methods, processes, standards, and service outcomes.

Conditions

Pay range disclosure applies only to applicants in locations with pay disclosure requirements under state or local law.

The posted base pay range is the company's good-faith expectation for this role at the time of posting, based on its job grade. Actual pay depends on factors including location and may fall above or below the range, and the range may change.

Any bonus, commission, incentive, benefit, or other compensation is not considered pay until it is earned, vested, and determinable. Its amount and availability remain at the company's sole and absolute discretion until paid and may be modified, consistent with applicable law.

This position is open to applicants in the US and Puerto Rico only.

The company is an equal opportunity employer and welcomes veterans and people with disabilities.

Benefits

• Paid time off covering vacation, holidays, and sick leave.
• Medical, dental, and vision insurance.
• 401(k) retirement plan for eligible employees.
• Eligibility for short-term incentive programs.