Principal Contact Center Platform Engineer

· What are the top 3-5 skills requirements should this person have?

1: Lead enterprise-scale contact center platform architecture, engineering design, implementation strategy, and technical governance across major systems and subsystems.
2: Provide comprehensive technical consultation to business unit and IT management at the highest technical level across contact center platforms, integrations, operating models, and engineering practices.
3: Partner with business and technology leadership to shape the contact center technology roadmap, identify modernization opportunities, rationalize platform capabilities, and guide investments that improve scalability, reliability, cost effectiveness, and customer and agent experience

4: Provide technical leadership, mentorship, design review, and engineering guidance to contact center platform engineers, senior engineers, delivery teams, vendors, and operations partners.

· What is a nice to have (but not required) regarding skills, requirements, experience, education, (Experience in Contact Center Space) or certification?

Examples: Bachelor of Science; 4 year pharma, health care, or regulated industry

· What type of environment is this person working in?

o   Group setting

o   Individual Setting

o   Combination of both

· Work Schedule (Define days,# of hours)/ Is Overtime offered or required? If yes, how many hours, what impact to scheduled working hours?

No Overtime

· Does this position offer the ability to work remotely on a regular basis or is it an on-site role? If remote opportunity exists, what are the options (i.e. 1 day remote, 4 days on-site)?

Three days on-sit (T,W, & Thu)

· Is the worker onshore or offshore?

Onshore

· Will there be Domestic and/or International Travel? If yes, list proposed countries and % of time travelling:

No

Purpose

The Principal Contact Center Platform Engineer is the senior technical authority for OneHUB contact center platforms and related subsystems. This role is responsible for defining, engineering, governing, and continuously improving enterprise-scale contact center technology capabilities across voice, digital, automation, routing, integration, quality, workforce, telephony, resiliency, and customer engagement domains.

This role leads enterprise-scale platform architecture, engineering standards, solution evaluation, integration strategy, resiliency, operational readiness, and technical governance across major contact center capabilities. The Principal Contact Center Platform Engineer provides highest-level technical consultation to IT and business leadership, shapes technology roadmap decisions, evaluates emerging capabilities and vendor solutions, resolves complex technical tradeoffs, and mentors platform engineers across the contact center engineering career path.

This is the principal career step after the Senior Contact Center Platform Engineer role. This role owns broader contact center platform architecture, standards, reliability patterns, vendor strategy, reusable engineering practices, and cross-platform technical leadership.

Platform Architecture Accountability

The Principal Contact Center Platform Engineer owns the technical architecture, engineering standards, integration patterns, resiliency strategy, roadmap input, and reusable design patterns for major contact center capabilities and subsystems. The role ensures platform decisions are scalable, secure, compliant, supportable, resilient, cost-effective, and aligned to OneHUB business strategy.

This role is accountable for connecting platform architecture to operational outcomes across OneHUB service domains, including patient access, customer service, product support, post-market quality, medical information, and other contact center service areas. The role defines how contact center platforms integrate with CRM, pharmacy fulfillment, knowledge, authentication, analytics, telephony, automation, workforce, and quality ecosystems.

Technical Domains

· Contact center cloud platforms and CCaaS capabilities, including Five9 and related ecosystem components.

· ACD, IVR, CTI, call recording, workforce management, quality management, digital channels, and omnichannel routing.

· IVA, conversational automation, intelligent routing, agent assist, workflow automation, and AI-enabled contact center capabilities.

· Salesforce/CRM integration, pharmacy fulfillment system integration, authentication services, knowledge platforms, data platforms, reporting/analytics, and enterprise APIs.

· Telephony, carrier connectivity, SIP, network dependencies, call routing architecture, and operational continuity patterns.

· Reliability engineering, observability, monitoring, alerting, incident patterns, root-cause analysis, operational runbooks, and recurring issue reduction.

· Disaster recovery, business continuity planning, platform failover, operational readiness, and service restoration design.

· Security, privacy, data protection, auditability, GxP considerations, compliance controls, and regulated contact center operations.

· Vendor capability assessment, technology evaluation, solution selection, proof-of-concept design, and platform roadmap input.

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Qualifications Required

· Bachelor's degree with at least 10 years of experience in a related field, preferably contact center support, technology platform operations, platform engineering, solution engineering, or contact center architecture.

· Advanced experience with contact center systems and platform domains such as contact routing, CTI, ACD, IVR, call recording, workforce management, quality management, digital channels, IVA, CRM integration, and multichannel contact management across voice, email, chat, SMS, and messaging.

· Experience deploying and supporting contact center cloud applications, including disaster recovery, business continuity, failover, operational readiness, and platform resiliency patterns.

· Experience driving product selection, vendor evaluation, technology assessments, proofs of concept, and recommendations based on contact center technology industry trends, business drivers, technical fit, scalability, supportability, and cost effectiveness.

· In-depth knowledge of systems development lifecycle practices, contact center platform architecture, client-area functions, integration patterns, and technological alternatives 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 implementation of creative, scalable, and reliable technology solutions that advanced business outcomes, improved operational performance, or modernized platform capabilities.

· Strong ability to resolve key project hurdles, challenge assumptions, and make sound technical decisions using available information, engineering judgment, business context, and technical expertise.

· Ability to provide highest-level technical consultation to IT and business leadership and communicate complex technical recommendations clearly to executive, business, operations, vendor, and engineering audiences.

· Experience leading or mentoring technical teams, guiding engineering work, reviewing solution designs, and raising technical quality across a platform engineering discipline.

· Excellent written and oral English communication skills.

Qualifications Preferred

· Work experience in the pharmaceutical industry or another regulated environment.

· Experience with Five9 or similar enterprise contact center cloud platforms.

· Experience with Salesforce/CRM, pharmacy fulfillment, patient services, customer service, product support, post-market quality, or medical information contact center environments.

· Experience with IVA, conversational automation, intelligent routing, agent assist, AI-enabled contact center capabilities, and automation-to-agent handoff design.

· Experience establishing platform reliability practices, observability models, incident reduction strategies, and operational support models for critical contact center services.

· Experience managing vendor relationships, evaluating emerging technologies, working with industry peers, and contributing to platform roadmap or investment recommendations.

· Experience creating reusable architecture patterns, engineering standards, integration guardrails, deployment readiness practices, and technical documentation frameworks.

Success Profile

· Establishes reusable architecture and engineering patterns across the contact center platform ecosystem.

· Improves reliability, resiliency, disaster recovery, business continuity, and operational readiness of critical contact center capabilities.

· Guides platform modernization, vendor strategy, technology evaluation, and roadmap decisions.

· Reduces technical debt, redundant platform investments, and recurring operational issues.

· Improves integration quality across contact center, CRM, pharmacy, analytics, automation, workforce, quality, telephony, and enterprise API ecosystems.

· Mentors engineers and raises technical maturity across the Contact Center Platform Engineering team.

· Enables scalable, compliant, measurable, and supportable service experiences across OneHUB.

· Provides trusted principal-level consultation to business and IT leadership on complex contact center platform decisions.

These are the top responsibilities:

1: Lead enterprise-scale contact center platform architecture, engineering design, implementation strategy, and technical governance across major systems and subsystems.

2: Provide comprehensive technical consultation to business unit and IT management at the highest technical level across contact center platforms, integrations, operating models, and engineering practices.

3: Partner with business and technology leadership to shape the contact center technology roadmap, identify modernization opportunities, rationalize platform capabilities, and guide investments that improve scalability, reliability, cost effectiveness, and customer and agent experience

4: Provide technical leadership, mentorship, design review, and engineering guidance to contact center platform engineers, senior engineers, delivery teams, vendors, and operations partners.