Principal Contact Center Platform Engineer
Core
Senior technical authority leading architecture, engineering design, and technical governance for enterprise contact center platforms and subsystems within the pharmaceutical industry.
Role type
Principal Contact Center Platform Engineer (Architecture & Strategy)
Builds
Scalable, reliable, and compliant contact center solutions (voice, digital, automation) for pharmaceutical business areas.
Domain
Pharmaceutical industry + Contact Center Engineering (CCaaS, Telephony, Cloud)
Required skills
Contact center architecture, Cloud CCaaS (Five9), CRM/Salesforce integration, Telephony (SIP, carrier connectivity), Reliability engineering, Disaster recovery, Vendor evaluation, GxP compliance, Technical leadership
Preferred skills
AI/IVA capabilities, Pharmacy fulfillment systems, Enterprise API integration, Observability practices
Technologies
Five9, Salesforce, Cloud platforms, SIP, Enterprise APIs, AI APIs
Responsibilities
Lead architecture and design for enterprise contact center platforms; Establish engineering standards and governance; Lead technology and vendor evaluations; Define integration strategies across CRM and telephony; Develop reliability and disaster recovery practices; Mentor technical teams and guide engineering work.
Seniority
Principal, strategy & mentorship
