Senior Contact Center & Ai Architect

Amgen Inc

Lisbon, Portugal
**
Contact center architecture design
Cisco ucce pcce wxcce expertise
Webex contact center enterprise deployment
** Amgen Inc is seeking a Senior Contact Center & AI Architect to join their Lisbon, Portugal office. The role focuses on designing and evolving contact center voice and AI solutions, driving innovations in communication for their global workforce. **

Job Summary

  • This role involves leading the design and evolution of contact center voice and conversational AI solutions to transform global workforce communication.
  • The team is part of a top-ranked workplace in Portugal, fostering a culture of innovation, excellence, and purpose within the healthcare sector.
  • Candidates will drive large-scale initiatives including AI-driven solutions and ensure consistency, scalability, and security across all contact center systems.

Matching Summary

Match Score: 75

** Amgen Inc is seeking a Senior Contact Center & AI Architect to join their Lisbon, Portugal office. The role focuses on designing and evolving contact center voice and AI solutions, driving innovations in communication for their global workforce. **

Skills & Requirements

Must-have

  • Contact Center Architecture Design
  • Cisco UCCE PCCE WxCCE expertise
  • Webex Contact Center Enterprise deployment
  • SIP protocol knowledge
  • Salesforce Service Cloud Voice integration
  • Network communications (DNS, TCP, UDP, QOS)
  • 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
  • Deep knowledge of Cisco UCCE, PCCE, WxCCE, CUCM, and Webex endpoints
  • Extensive experience with protocols including SIP and network communications
  • Experience evaluating market trends and managing multiple technology partners

Work Rights

Not specified

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