Contact Center IS Engineer

2 months ago

Washington, Washington, D.C., United States Amgen Full time

HOW MIGHT YOU DEFY IMAGINATION?

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.

Contact Center IS Engineer

Live

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 backups.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 servers, password resets, patching, vulnerability scans.Establish relationships with internal/external partners to ensure excellent support system.WinWhat we expect of you We are all different, yet we all use our unique contributions to serve patients. The engineering professional we seek is collaborative with these qualifications. Basic Qualifications: Masters degree OR Bachelors degree and 2 years of Unified Communications Engineer/Architect experience OR Associates degree and 6 years of Unified Communications Engineer/Architect experience OR High school diploma / GED and 8 years of Unified Communications Engineer/Architect 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.Self-starter that can work with minimal oversight and still produce measurable results.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.Proficient in contact center scripting, routing, and integration with CRM and other systems.Experience building and maintaining Cisco Call Center products including PCCE & WCCE.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.ThriveWhat 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. This role is paid hourly. The expected annualized salary range for this role in the U.S. (excluding Puerto Rico) is posted. Actual salary will vary based on several factors including, but not limited to, relevant skills, experience, and qualifications. In addition to the annualized hourly 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 accountsA discretionary annual bonus program, or for field sales representatives, a sales-based incentive planStock-based long-term incentivesAward-winning time-off plans and bi-annual company-wide shutdownsFlexible work models, including remote work arrangements, where possibleApply nowfor a career that defies imagination Objects in your future are closer than they appear. Join us. 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 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.

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