Manager, Contact Center Enterprise Platform

New Brunswick, NJ - USA

Monthly Salary: $ 115000 - 197800

Posted on: 17 hours ago

Vacancies: 1 Vacancy

Job Summary

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are our expertise in Innovative Medicine and MedTech we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for more at

Job Function:

Technology Product & Platform Management

Job Sub Function:

Platform/Cloud Engineering

Job Category:

Scientific/Technology

All Job Posting Locations:

New Brunswick New Jersey United States of America Raritan New Jersey United States of America

Job Description:

Johnson & Johnson is recruiting for a Manager Contact Center Enterprise Platform that will report directly to the Senior Manager Johnson and Johnson Technology Services (JJT) to be located in Raritan New Jersey. This pivotal role involves shaping the Contact Center service offering driving innovation leading delivery and ensuring excellence in service delivery to improve customer satisfaction operational efficiency. Excellent opportunity to shape enterprise-scale solutions with real-world impact.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings we recommend focusing on the specific country(s) that align with your preferred location(s): Raritan NJNew Brunswick NJ and Beerse Belgium.

Beerse Belgium - Requisition Number: R-047675

Remember whether you apply to one or all of these requisition numbers your applications will be considered as a single submission.

Key Responsibilities:

Own the design development and deployment of cloud-based contact center solutions like Genesys Cloud and AWS Connect.
Build the vision / roadmap and steer the squad in delivering products / platforms features around business impact.
Collaborate with cross-functional teams including Vendors ISRM Network Compliance Customer Service and Operations to drive product innovation and service improvements.
Drive continuous improvement identify and mitigate security vulnerabilities and risks in enterprise environments.
Translate business requirements into scalable technical solutions with a strong focus on Customer experience and operational efficiency.
Manage vendor relationships and coordinate technical support with operations team.
Influence value-driven backlog prioritization by engaging partners assessing business impact and balancing technical feasibility to improve return on investment.
Collaborate to ensure all partners are clear on product roadmap activities design interdependencies timeline and standards.

Qualifications

Education:

Bachelors degree or equivalent experience is required
Certification in Genesys Cloud / AWS Connect and AI is preferred

Experience and Skills:

Required:

Brings over 10 years of professional IT experience including 5 years of hands-on expertise in deploying platforms like Genesys Cloud and AWS Connect.

Preferred:

Proficient in hands-on development using languages such as Java C Python.
Proven experience in product management service ownership or service strategy within the medical device or healthcare tech spacedriving meaningful outcomes in fast-paced cross-functional environments.
Familiar with standard concepts practices and procedures associated with the ITIL framework preferred.
Exceptional communication analytical thinking and problem-solving abilities.
Demonstrates proven thought leadership in driving technology innovation and adoption with strong interpersonal skills and the ability to deliver results within a complex global enterprise environment.

#LI-Hybrid

#JNJTECH

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin disability protected veteran status or other characteristics protected by federal state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants needs. If you are an individual with a disability and would like to request an accommodation please contact us via or contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Accessible Design Agility Jumps Business Alignment Cloud Computing Cloud Migrations Cloud Security Coaching Critical Thinking Human-Computer Interaction (HCI) Hybrid Clouds Multi Cloud Models Organizing Presentation Design Software Development Life Cycle (SDLC) Software Development Management Tactical Planning Technical Credibility Technical Writing

The anticipated base pay range for this position is :

The anticipated base pay range for this position is: $115000- $197800 USD

Additional Description for Pay Transparency:

Subject to the terms of their respective plans employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical dental vision life insurance short- and long-term disability business accident insurance and group legal insurance. Subject to the terms of their respective plans employees are eligible to participate in the Companys consolidated retirement plan (pension) and savings plan (401(k)). Subject to the terms of their respective policies and date of hire Employees are eligible for the following time off benefits: Vacation 120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Washington 56 hours per calendar year Holiday pay including Floating Holidays 13 days per calendar year Work Personal and Family Time - up to 40 hours per calendar year Parental Leave 480 hours within one year of the birth/adoption/foster care of a child Condolence Leave 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave 10 days Volunteer Leave 4 days Military Spouse Time-Off 80 hours Additional information can be found through the link below. The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.

Required Experience:

Manager