Manager, Contact Center Enterprise Platform

At Johnson & Johnson, we believe health is everything.

Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through 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 humanity. Learn more at https://www.jnj.com

Job Function:
Technology Product & Platform Management

Job Sub Function:
Platform/Cloud Engineering

Job Category:
Scientific/Technology

All Job Posting Locations:
Beerse, Antwerp, Belgium

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, NJ,  New Brunswick, NJ and Beerse, Belgium

Raritan, NJ, - Requisition Number: R-043207

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:


* Bachelor's degree or equivalent experience is re...