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Amgen is seeking a Senior Contact Center & AI Architect to join their Lisbon team, focusing on enhancing live communication through innovative technology solutions. The ideal candidate will lead the design and transformation of contact center voice and AI systems, requiring extensive experience in contact center architecture and strong stakeholder management skills.
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Job Summary
The role involves leading the design and evolution of contact center voice and conversational AI solutions to transform global workforce communication.
Candidates will drive large-scale initiatives including the onboarding and deployment of Webex Contact Center Enterprise while ensuring security and scalability.
Amgen offers a diverse community of belonging with flexible work arrangements and generous total rewards plans including healthcare and career benefits.
Matching Summary
Match Score: 75
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Amgen is seeking a Senior Contact Center & AI Architect to join their Lisbon team, focusing on enhancing live communication through innovative technology solutions. The ideal candidate will lead the design and transformation of contact center voice and AI systems, requiring extensive experience in contact center architecture and strong stakeholder management skills.
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Skills & Requirements
Must-have
Contact Center Architecture Design
Cisco UCCE PCCE WxCCE expertise
Webex Contact Center Enterprise deployment
SIP protocol and network communications knowledge
Salesforce Service Cloud Voice integration
AI-driven solution delivery
Enterprise security and compliance standards
Nice-to-have
Strategic mindset for challenging approaches
Experience with Agile methodologies
Strong stakeholder management skills
Ability to work in dynamic environments
Knowledge of Equinix Fabric Interconnects
Proficiency with Cisco Call Studio
Cloud computing provider experience
Key Requirements
Doctorate degree plus 6 years experience OR Master's plus 8 years OR Bachelor's plus 10 years as Contact Center Engineer/Architect
Associate's degree plus 16 years experience as Contact Center Engineer/Architect
Deep knowledge of SIP protocols and Contact Center systems
Extensive experience with Webex endpoints and MS Teams