Principal Contact Center Platform Engineer 6 months Lake county, IL (3 days onsite in aa week) 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?

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