Join our team at AMGEN Capability Center Portugal, consistently recognized among the top companies in the Best Workplaces⢠ranking by Great Place to WorkÂŽ in Portugal. In 2026, we were once again distinguished as one of the top Best Workplaces in the country (category 201â500 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 peopleâs lives.
Senior Contact Center & AI Architect
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.
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
Doctorate degree and 6 yearsâ experience as a Contact Center Engineer/Architect
Masterâs degree and 8 yearsâ experience as a Contact Center Engineer/Architect
Bachelorâs degree and 10 yearsâ experience as a Contact Center Engineer/Architect
Associateâs degree and 16 yearsâ 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.
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