Senior Contact Center & AI Architect

Career Category

Information Systems

Job Description

Join our team at AMGEN Capability Center Portugal, consistently recognized among the top companies in the Best Workplaces™ ranking by Great Place to Work® in Portugal. In 2026, we were once again distinguished as one of the top Best Workplaces in the country (category 201–500 employees), reinforcing our commitment to an exceptional employee experience and workplace culture.

We are a team of over 500 talented individuals, spanning more than 30 functions and areas of expertise, and representing over 40 nationalities. Together, we bring diverse perspectives and professional backgrounds to help shape the future of healthcare through innovation and technology.

This is your opportunity to explore a world of possibilities across areas such as Data & Analytics, Digital, Technology & Innovation, Cybersecurity, R&D Operations, Global Distribution, Finance, Regulatory Affairs, General & Administrative, Human Resources, and many more.

Located in the heart of Lisbon, our AMGEN office fosters a culture of innovation, excellence, and purpose. Come thrive with us at AMGEN, supporting our mission To Serve Patients.

What we do at AMGEN matters in people’s lives.

Senior Contact Center & AI Architect

LIVE

WHAT YOU WILL DO

The Customer Care & Experience team at Amgen is focused on transforming how our global workforce connects and communicates. We drive adoption and maximize the value of End User Technologies across collaboration, voice, and AI-powered platforms.

We are seeking a Senior Contact Center & AI Architect to help shape the future of live communications at scale. In this role, you will lead the design and evolution of contact center voice and conversational AI solutions, translating business needs into secure, scalable architectures and driving delivery from concept through deployment.

You will work in a highly collaborative, fast-paced environment, combining deep technical expertise with strong problem-solving skills to deliver innovative, high-quality solutions.

Key Responsibilities include:

Architecture & Design

• Lead the design, development, and testing of Contact Center solutions, including voice, AI, server infrastructure, and SaaS platforms

• Translate business requirements into scalable, resilient technology solutions

• Provide architectural guidance aligned with enterprise strategy

Delivery & Transformation

• Lead large-scale initiatives, including AI-driven solutions and Contact Center transformations

• Support onboarding and deployment of Webex Contact Center Enterprise

• Drive continuous improvement of services and system architecture

Stakeholder & Vendor Management

• Partner with business stakeholders to understand needs and define solutions

• Collaborate with IS leaders and vendors to evaluate and adopt new technologies

• Build strong relationships to drive roadmap execution and innovation

Governance & Standards

• Define and maintain standards, policies, and guidelines across Contact Center systems

• Ensure consistency, scalability, and security of solutions

• Partner with information security teams to assess risks and compliance

• Maintain documentation, SOPs, and knowledge base

WIN

WHAT WE EXPECT OF YOU

Basic Qualifications:

• Doctorate degree and 6 years’ experience as a Contact Center Engineer/Architect

Or

• Master’s degree and 8 years’ experience as a Contact Center Engineer/Architect

Or

• Bachelor’s degree and 10 years’ experience as a Contact Center Engineer/Architect

Or

• Associate’s degree and 16 years’ experience as a Contact Center Engineer/Architect

Preferred Qualifications:

• Strategic mindset with the ability to challenge existing approaches and explore new technologies

• Comfortable working in dynamic environments and making decisions with incomplete information

• Strong communication skills, both written and verbal

• Organized and experienced in Agile ways of working

• Ability to define and enforce standards aligned with business needs

• Strong stakeholder management skills, including working with internal teams and external vendors

• Ability to build relationships across different areas of the business

• Experience evaluating market trends and managing multiple technology partners

• Extensive experience with various protocols including SIP

• Deep knowledge of Contact Center systems including Cisco UCCE, PCCE, WxCCE, Cisco CUCM, Webex endpoints, Salesforce with b+s Connects, Salesforce Service Cloud Voice, Google CCAI, Telemate, Calabrio, Infinitus FastTrack and other collaboration tools (including Webex and MS Teams) on both desktop and mobile devices

• Knowledge of network communications such as firewalls, load balancers, IP addresses, DNS, Proxy, SD-WAN, TCP, UDP, QOS

• Knowledge of Equinix Fabric Interconnects

• Proficient with Cisco Call Studio and deployment of VXML Applications

• Experience with cloud computing providers such as Google CCAI and Webex CCAI

THRIVE

WHAT YOU CAN EXPECT OF US

• Vast opportunities to learn, develop, and move up and across our global organization.

• Diverse and inclusive community of belonging, where colleagues are empowered to bring ideas to the table, take risks, and act.

• Generous AMGEN Total Rewards Plan comprising healthcare, finance, wealth, and career benefits.

• Flexible work arrangements.

APPLY NOW

Objects in your future are closer than they appear. Join us.

CAREERS.AMGEN.COM

EQUAL OPPORTUNITY STATEMENT

AMGEN is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

.