Senior Contact Center & AI Architect
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.
Key Responsibilities
Lead the design, development, and testing of Contact Center solutions, including voice, AI, server infrastructure, and Saa S platforms.
Translate business requirements into scalable, resilient technology solutions.
Provide architectural guidance aligned with enterprise strategy.
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.
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.
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.
Basic Qualifications
Doctorate degree and 6 years’ experience as a Contact Center Engineer/Architect.
Master’s degree and 8 years’ experience as a Contact Center Engineer/Architect.
Bachelor’s degree and 10 years’ experience as a Contact Center Engineer/Architect.
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, Wx CCE, Cisco CUCM, Webex endpoints, Salesforce with b+s Connects, Salesforce Service Cloud Voice, Google CCAI, Telemate, Calabrio, Infinitus Fast Track 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.
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.
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.
