Manager, Contact Center Enterprise Platform

Johnson & Johnson Innovative Medicine•New Brunswick, NJ

7d•Hybrid

About The Position

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. 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.

Requirements

Bachelor's degree or equivalent experience is 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.
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.

Nice To Haves

Certification in Genesys Cloud / AWS Connect and AI is 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 space—driving meaningful outcomes in fast-paced, cross-functional environments.
Familiar with standard concepts, practices, and procedures associated with the ITIL framework preferred.

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.

Benefits

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 Company’s 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