Call Center Agent managing inquiries for a top banking organization. Role involves customer support, training, and a hybrid work schedule.
About the role
- Manager handling Cloud-based Contact Center solutions for Johnson & Johnson. Leading innovation and service delivery to enhance customer satisfaction and operational efficiency.
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
Requirements
- Bachelor's degree or equivalent experience is required
- Certification in Genesys Cloud / AWS Connect and AI is preferred
- 10+ years of professional IT experience, including 5+ years of hands-on 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
- Familiar with standard concepts, practices, and procedures associated with the ITIL framework preferred
- Exceptional communication, analytical thinking, and problem-solving abilities
Benefits
- medical
- dental
- vision
- life insurance
- short- and long-term disability
- business accident insurance
- group legal insurance
- pension plan
- 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
Job title
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