Job
Description
In this vital role, you will assist with the design, configuration, deployment, and management of Amgen's enterprise voice platforms. This role covers core platforms, including Cisco UCM, Webex Calling, Microsoft Teams Calling, and Webex Contact Center (WxCCE). The engineer works closely with IS managers, vendors, and business partners to translate business needs into technology solutions, deploy upgrades, and evaluate new products to align with Amgen's strategic goals. Additionally, the role focuses on integrating emerging technologies and driving roadmaps to meet the evolving needs of the business. Roles & Responsibilities Design and deploy voice platforms, including Cisco UCM, Webex Calling, Microsoft Teams Calling, and WxCCE. Evaluate and implement Webex Contact Center (WxCCE) features, including IVR scripting, call routing, and chat integration. Collaborate with business users and IS teams to align voice solutions with business needs. Identify and assess new technology products to enhance communication platforms and services. Develop migration strategies from legacy PBX systems to cloud-based solutions. Monitor and troubleshoot SIP trunk connectivity and complex voice issues. Maintain system documentation to ensure reliability and continuity. Drive the integration of emerging technologies with existing platforms to improve user experience and scalability. Interact with IS managers and vendors to identify and evaluate new technology products for their services. Partner with business users to elicit and translate business requirements into technological solutions. Deploy or upgrade the system or technical solution to meet business requirements for functionality and reliability. Establish relationships with internal and external partners to drive roadmaps from our existing platforms to integrate with emerging technologies. What We Expect of You We are all different, yet we all use our unique contributions to serve patients. The innovative professional we seek is a solutions-oriented individual with these qualifications. Basic Qualifications Master's degree with 1 - 3 years of experience in Computer Science, IT, or a related field OR Bachelor's degree with 3 - 5 years of experience in Computer Science, IT, or a related field OR Diploma with 7-9 years of experience in Computer Science, IT, or a related field Preferred Qualifications Must-Have Skills Expertise in Cisco UCM, Webex Calling, Microsoft Teams Calling, and Webex Contact Center (WxCCE). Knowledge of SIP, H.323, PRI, ISDN, and QoS protocols. Experience with IVR scripting, call queues, and contact center workflows. Excellent verbal and written communication skills for technical and non-technical audiences of different levels in the organization. Good-to-Have Skills Work experience in the biotechnology or pharmaceutical industry. Degree in Computer Science, Information Systems, Engineering, or Life Sciences. Strong knowledge of information systems, IT infrastructure, and network technologies. Ability to learn new technologies and be able to work and deliver high quality in a high-pressure, fast-paced environment. Knowledge of SD-WAN, firewalls, and load balancing for voice systems. Experience with cross-platform integration between voice, network, and cloud environments. Demonstrated ability to work in a global, matrixed organizational structure. Demonstrated ability to work effectively in a fast-paced, dynamic environment. Understanding of ITIL processes and implementation. Experience working with an ITSM (Information Technology Service Management) platform for Incident/Asset Management and Service Requests. An understanding of IT/OT concepts and cybersecurity. Professional Certifications SAFe Methodology (preferred) CCNA Collaboration (preferred) Soft Skills Excellent analytical and troubleshooting skills. Excellent written and verbal communications skills (English) in translating technology content into business-language at different levels. Ability to work effectively with global, virtual teams. High degree of initiative and self-motivation. Ability to manage multiple priorities successfully. Team-oriented, with a focus on achieving team goals. Strong problem-solving and analytical skills. Strong time and task management skills to estimate and successfully meet project timelines with the ability to bring consistency and quality assurance across various projects.
