Join our team at AMGEN Capability Center Portugal, consistently recognized among the top companies in the Best Workplaces™ ranking by Great Place to Work® in Portugal. In 2026, we were once again distinguished as one of the top Best Workplaces in the country (category 201–500 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 people’s lives.

Senior Contact Center & AI Architect

LIVE
--------

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.

Key Responsibilities include:
---------------------------------

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

Basic Qualifications: