Manager, Contact Center Enterprise Platform

Role Summary

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.

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

• 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 space—driving meaningful outcomes in fast-paced, cross-functional environments. Familiar with ITIL concepts.

Education

• Bachelor's degree or equivalent experience is required
• Certification in Genesys Cloud / AWS Connect and AI is 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, SDLC, Software Development Management, Tactical Planning, Technical Credibility, Technical Writing