Senior Contact Center Engineer

Location: United States - California - Alameda

Category: Information Technology

Employment Type: Full time

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. Our 115,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of .

• 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 - an affordable and convenient path to getting a bachelor’s degree.

• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

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. You’ll collaborate with team members, business partners, and Five9 to ensure seamless communication experiences across the organization.

What You’ll Work On

• 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.

• Stay current with emerging trends and best practices in cloud computing and contact center technologies.

Required Qualifications

• 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.

Preferred Qualifications

• 7+ years of experience in cloud computing, CCaaS, contact centers, or telecommunication systems.

• Familiarity with scripting languages (e.g., Python, Bash).

• Basic experience with APIs and web services.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $114,000.00 – $228,000.00. In specific locations, the pay range may vary from the range posted.