Manager, Contact Center Enterprise Platform

About the role

Johnson & Johnson is recruiting for a Manager, Contact Center Enterprise Platform to be located in Raritan, New Jersey. This role reports directly to the Senior Manager, Johnson and Johnson Technology Services (JJT).

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

• Bachelor's degree or equivalent experience is required.
• Preferred certification in Genesys Cloud / AWS Connect and AI.
• Experience and expertise in deploying platforms like Genesys Cloud and AWS Connect.
• 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.
• Familiarity with standard concepts, practices, and procedures associated with the ITIL framework preferred.
• Exceptional communication, analytical thinking, and problem-solving abilities.
• Demonstrated 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.

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 proficiency 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.
• Exceptional communication, analytical thinking, and problem-solving abilities.
• Demonstrated 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.

Benefits

• Medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Pension and savings plan (401(k)).
• 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