Senior Contact Center Engineer

We are seeking a motivated, customer-focused Senior Contact Center Engineer to join our growing Contact Center Services team. In this role, you will support operations, maintenance, and assist with the implementation of the Five9 cloud-based contact center platform.

• Provide technical support for cloud contact center systems, including troubleshooting, patching, and performance monitoring.
• Participate in on-call rotation for critical support.
• Assist in configuring and deploying Five9 cloud-based contact center solutions.
• Support integration of contact center systems with enterprise tools such as CRMs, IVR, and reporting platforms.
• Contribute to technical documentation, including system configurations and workflows.
• Assist in developing training materials and delivering basic training sessions to internal teams.

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Basic understanding of cloud platforms and networking concepts.
• Familiarity with VoIP and telecommunication technologies.
• Hands-on experience with cloud contact center platforms (Five9 preferred) and integrations with business tools (WFM, IVR, APIs).
• Experience with SIP trunking and routing.
• Strong analytical and troubleshooting skills with attention to detail.
• Effective verbal and written communication skills.
• Ability to work collaboratively in a team environment and adapt to fast-paced changes.

• Free medical coverage for employees via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit
• FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines.