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Contact Center IS Engineer

Tampa, FL
Start date
Mar 10, 2023

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Job Details


Youve worked hard to become the professional you are today and are now ready to take the next step in your career. How will you put your skills, experience and passion to work toward your goals? At Amgen, our shared missionto serve patientsdrives all that we do. It is key to our becoming one of the worlds leading biotechnology companies, reaching over 10 million patients worldwide. Come do your best work alongside other innovative, driven professionals in this meaningful role.

Mid Level Contact Center IS Engineer


What you will do

Lets do this. Lets change the world. In this vital role you will focus on advancing capabilities which improve the experience of internal Amgen customers (workforce) Within Customer Care & Experience, the Digital Workplace Experience team focuses on driving adoption and improving business value of deployed End User Technologies.

  • Works with the Senior Manager, Collaboration Operations, Operations Voice Lead, Contact Center Architect and Managed Service Provider to ensure system availability for Contact Center Services

  • Primary DWX-Amgen Assist relationship manager - interacts daily with the contact center management & external partners to ensure that their technical/UX/support needs are met

  • Interacts with MSP to ensure the overall health of the system including monitoring, moves, adds, changes, system back-ups

  • Supports Call Center historical reports and recording technology

  • Provides specialized troubleshooting for all Contact Center technology, including the recording solution, Finesse, toll free numbers, call routing & quality, home network & VPN connectivity

  • Drives technical conference bridge calls to supervise repair work, address questions, ensure policy adherence, provide vendor escalation during repair process to ensure SLA compliance and timely resolution

  • Supports Call Center historical reports and recording technology provides report building assistance to managers

  • Manage change control process to ensure any changes in the environment will not be impactful to call center operations

  • Lead major incident management support calls, ensure the right resources are engaged, escalations accurately completed to Amgen leadership or Vendor/Manufacturer

  • Maintains policies, standards, knowledge base articles and guidelines to ensure that systems are consistent across the company.

  • Guides continuous improvement efforts for the Contact Centers and Enterprise Voice.

  • Capacity analysis to ensure we have adequate licensing, concurrent calls for SIP, DIDs on a site by site basis

  • Works with information protection teams to evaluate the security of severs, password resets, patching, vulnerability scans

  • Establish relationships with internal/external partners to ensure excellent support system


What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The engineering professional we seek is a collaborative with these qualifications.

Basic Qualifications:

Master's Degree


Bachelors degree and 2 years experience as a Unified Communications Engineer/Architect


Associates degree and 6 years experience as a Unified Communications Engineer/Architect


High school diploma / GED and 8 years of Information Systems experience

Preferred Qualifications:

  • Ability to think big and challenge conventional wisdom regarding technology refresh and hype.

  • Comfortable with ambiguity and willing to take principled bets on new technology.

  • Excellent verbal and written communication skills.

  • Strong interpersonal skills and understanding of the Project Management lifecycle.

  • Solid attention to detail to identify system design issues before installation.

  • Ability to establish, implement, and enforce appropriate IS standards to meet business requirements.

  • Ability to communicate with business groups outside of IS.

  • Ability to perform market and competitor analysis.

  • Experience building and maintaining Cisco Call Center products including PCCE.

  • Experience configuring Cisco handsets

  • Understanding of Cisco Call Manager (UCM 12.5) and Cisco Control Hub

  • Understanding of basic networking principals (DNS, QOS, DHCP, UDP, and other areas needed for successful deployment of voice and contact center services)

  • Understanding of Video and Voice over IP (VoIP) protocols (SIP, H323, H264, H265, Opus, G.722, etc.)

  • Understanding of Microsoft Office including Excel and Visio.


What you can expect of us

As we work to develop treatments that take care of others, we also work to care for our teammates professional and personal growth and well-being.

The annual base salary range for this opportunity in the U.S. is provided below.

$80,632 - 100,066 USD

In addition to the base salary, Amgen offers a Total Rewards Plan comprising health and welfare plans for staff and eligible dependents, financial plans with opportunities to save towards retirement or other goals, work/life balance, and career development opportunities including:

  • Comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts.

  • A discretionary annual bonus program, or for field sales representatives, a sales-based incentive plan

  • Stock-based long-term incentives

  • Award-winning time-off plans and bi-annual company-wide shutdowns

  • Flexible work models, including remote work arrangements, where possible

Apply now

for a career that defies imagination

Objects in your future are closer than they appear. Join us.

Join Us

If you're seeking a career where you can truly make a difference in the lives of others, a career where you can work at the absolute forefront of biotechnology with the top minds in the field, you'll find it at Amgen.

Amgen, a biotechnology pioneer, discovers, develops and delivers innovative human therapeutics. Our medicines have helped millions of patients in the fight against cancers, kidney disease, rheumatoid arthritis and other serious illnesses.

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other but compete intensely to win. Together, we live the Amgen values as we continue advancing science to serve patients.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to 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 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 accommodation.


We are all different, yet we have this in common: our mission to serve patients. This sense of shared purpose is key to our becoming one of the world’s leading biotechnology companies. It guides us as we continue to launch new medicines and reach millions of patients worldwide.

We live the mission.

We win together.

We thrive on continual challenge.

Our team of 22,000+ scientists and professionals worldwide bring distinct perspectives and experiences to all we do. We leverage our global talent to achieve together—to research, manufacture and deliver ever-better products and greater depth to our mission.

At Amgen, there is a strong correlation between our high level of diversity and performance. Because addressing issues with a wider range of perspectives and approaches leads to more creative problem-solving. Together, we’re transforming the promise of science and biotechnology into therapies that have the power to restore health.

Connect with us to explore how you can Win, Live, and Thrive at Amgen.


Find Us
Corporate Headquarters
One Amgen Center Drive
Thousand Oaks

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