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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Technology Product & Platform Management

Job Sub Function:

Platform/Cloud Engineering

Job Category:

Scientific/Technology

All Job Posting Locations:

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.

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 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 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.

• 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.

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 https://www.jnj.com/contact-us/careers 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: $117,000- $201,250

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 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 Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits