Sr. Associate IS Voice Engineer

Join Amgen’s Mission of Serving Patients

At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do. Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.
Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

What you will do
Let’s do this. Let’s change the world. In this vital role 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

Interacts with IS managers and vendors to identify and evaluate new technology products for their services

Partners with business users to elicit and translate business requirements into technological solutions

Deploys or upgrades the system or technical solution to meet business requirements for functionality and reliability

Establish relationships with internal and external partners to drive road maps 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.

Basic Qualifications:

Master’s degree with a 1 - 3 years of experience in Computer Science, IT or related field OR

Bachelor’s degree with 3 - 5 years of experience in Computer Science, IT or related field OR

Diploma with 7-9 years of experience in Computer Science, IT or related field

Must-Have Skills (Not more than 3 to 4):

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 various 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 cyber security

Professional Certifications (please mention if the certification is preferred or mandatory for the role):

SAFe Methodology (preferred)

CCNA Collaboration

Soft Skills:

Excellent analytical and troubleshooting skills

Excellent written and verbal communications skills (English) in translating technology content into business-language at various 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 timeline with ability to bring consistency and quality assurance across various projects.

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.
In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

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 with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.