Sr. Associate IS Voice Engineer

What you will do

Lets do this. Lets change the world. In this vital role will assist with the design, configuration, deployment, and management of Amgens 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 Amgens 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:

• Masters degree with a 1 - 3 years of experience in Computer Science, IT or related field OR
• Bachelors 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.