Principal Contact Center Platform Engineer

Role: Principal Contact Center Platform Engineer, serving as the senior technical authority for enterprise-scale contact center platforms within a regulated pharmaceutical environment. Objectives include defining, designing, governing, and enhancing contact center technology capabilities across voice, digital, automation, routing, and integrations to improve reliability, efficiency, and customer experience. Responsibilities encompass leading architecture, engineering standards, solution evaluation, vendor assessment, and establishing operational readiness, resiliency, and security practices. The role provides executive-level technical consultation, guides platform strategy, and mentors engineering teams. Qualifications: Bachelor's degree with 8+ years (or Master's/PhD with relevant experience), deep expertise in contact center systems such as ACD, IVR, CRM integration, omnichannel routing, and cloud applications like Five9, with strong knowledge of system architecture, resiliency, security, and regulated contact center operations. Preferred: experience in the pharmaceutical or regulated industry, familiarity with IVA and AI automation, vendor management, and platform reliability practices. High-Value: enterprise cloud contact center platforms (e.g., Five9), Salesforce/CRM integrations, regulated GxP contact centers, and automation-enabled contact center solutions. Collaboration: provides strategic guidance to IT and business leadership, mentors engineers, and interacts with vendors and industry peers. Work Setup: not specified; likely hybrid or on-site based on enterprise standards.