Telecommunications Analyst II at Abbott Laboratories

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 114,000 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

For our Lake County location Abboott is seeking a motivated, customer-centric Junior Cloud Contact Center Engineer to join our growing Contact Center Services team.

In this role, this team member will focus on operations, maintenance and assist in the implementation of Five9 cloud-based contact center. The successful candidate will work closely with senior engineers to support our cloud infrastructure and ensure seamless communication experiences to the business.

Successful candidates will take initiative, be intellectually curious willing to learn in a fast environment while at times comfortable with working independently.  This candidate should be detail-oriented with the ability to focus on details while thinking strategically.

Key Responsibilities:

• Support & Maintenance:

  • Provide technical support for cloud contact center systems, including troubleshooting, patching, and performance monitoring.

  • Participate in on-call rotation.

• Cloud Contact Center Setup: Assist in configuring and deploying cloud-based contact center platform Five9.

• Integration: Assist in integrating cloud contact center solutions with other enterprise systems like CRMs, IVR, and reporting tools.

• Documentation: Provide input on technical documentation, including system configurations, workflows, and best practices.

• User Training: Assist in developing training materials and provide basic training sessions to our internal teams.

• Continuous Learning: Stay current with latest trends and best practices in cloud computing and contact center technologies. Capacity to quickly absorb new concepts and technologies and apply that knowledge to current efforts and plans, including cloud-based solutions provided by external partners and suppliers.

Qualifications:

• Educational Background: Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant cloud certifications are a plus.

• Technical Skills: Basic understanding of cloud platforms and familiarity with networking concepts, VoIP, and telecommunication technologies.

• Problem-Solving: Strong analytical and troubleshooting skills with attention to detail is a must.

• Communication: Effective verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

• Team Collaboration: Ability to work well in a team-oriented environment, open to learning from senior engineers and sharing knowledge with peers.

• Adaptability: Willingness to learn and adapt to new technologies and processes in a very fast-paced and changing environment.

Preferred Qualifications:

• Experience: Internship or academic project experience related to cloud computing, networking, or telecommunication systems.

• Knowledge: Familiarity with scripting languages (e.g., Python, Bash) and basic experience with APIs and web services is a plus.

  Apply Now

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

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 $48,000.00 – $96,000.00. In specific locations, the pay range may vary from the range posted.