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IT Director Contact Center Solution Lead
Company: Johnson & Johnson
Location: New Brunswick, NJ
Employment Type: Full Time
Date Posted: 09/25/2021
Expire Date: 12/01/2021
Job Categories: Finance/Economics, Healthcare, Other, Human Resources, Information Technology, Law Enforcement, and Security, Quality Control, Research & Development, Energy / Utilities
Job Description
IT Director Contact Center Solution Lead

Johnson & Johnson is currently recruiting for an IT Director, Contact Center Solution Lead (Corporate Business Technology) to be in New Brunswick, NJ.

At Corporate Business Technology, we power J&J employees with technology to shape the future of healthcare. While serving as strategic problem solvers and innovators, we collaborate as trusted allies with leaders and partners across corporate functions, sectors, and regions, aligning business strategies with technology solutions against outcomes that matter.

Through Professional Services and end-to-end product management we deliver exceptional user experiences as we simplify, strengthen, and automate the technologies employees use to get their jobs done. In CBT, we know we’ve done our job when the boundaries between CBT and our partners blur, and we deliver as ONE DIVERSE & UNITED TEAM with corporate functions including Global Services, Procurement, Human Resources, Finance, Legal, Health Care Compliance, Privacy, Corporate Affairs, Engineering & Property Services and Global Security.

Do you seek to tackle big, sophisticated, ambiguous problems? As digital leaders, we shape J&J to lead in digital technology – savvy and capable of fulfilling its promise. The technology we deliver fuels J&J as we strive to change the trajectory of health for humanity! This CBT solution lead will work at the intersection of the J&J Global Services Contact Center strategic business & technology program. This position will shape, lead, and deliver the new Contact Center digital cloud capabilities, intelligent automation services, and advanced analytics to improve the employee experiences, agent services, and leadership insights.

The solution lead will own, drive, and govern the Contact Center 2.0 delivery from start to completion involving timelines, achievements, budgets, resources, and processes to successfully deliver the technology products and services. As the program matures through delivery across the global regions, this leader will partner across Global Services and JJT to further define and execute the product management team needed to continuously operate and enhance the new solution.

The position requires direct continuous collaboration with all Global Services functions, CBT Professional Services teams, and Technology Services to understand, coordinate, prioritize, deliver and support the Contact Center solution capabilities, processes, technologies and compliance requirements. This role will also interact directly with Technology Services and our products and services providers (i.e. Salesforce.com, Genesys, GalaxE) to ensure that the selected tools and services are delivered optimally.

If you have prior experience executing large programs, implementing contact center solutions, and are passionate about influencing change and improving employee’s lives, we encourage you to apply today.

  • Minimum BA/BS degree required
  • 10+ years demonstrable experience leading technology programs and teams with strong leadership, communication, and interpersonal skills
  • Lead large, moderate to complex projects and programs using standard PMO techniques and methods
  • Product management and end-user experience
  • People management experience
  • Inclusive Global leadership with strong connections and engagements with the regional teams required
  • Ability to quickly learn and work across multiple business processes, products and projects while building strong working relationships with internal and external partners.
  • Self-motivated, analytical thinking to solve problems, shape solutions and develop strategies

Preferred Knowledge, Skills and Abilities:

  • Experiences with Contact Center Solutions (i.e. Salesfoce.com Service Cloud and Communities Technology Products and Genesys PureCloud)
  • Data strategy, advance analytics, governance, technology, and process definition
  • Experience with development methodologies (Agile, Waterfall)
  • Experience running and supporting technology platforms – Lifecycle Management / Technology Improvements
  • SQA and Application Testing expertise and knowledge
  • Developed leadership capabilities and negotiation skills, as well as an attention to detail and ability to effectively assimilate and communicate complex information from multiple sources is required.
  • Strong proponent of change, primarily by advocating for change improvements within and across the organization

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.


Primary Location
United States-New Jersey-New Brunswick-One Johnson & Johnson Plaza
Johnson & Johnson (6067)
Job Function
Info Technology
Requisition ID
Contact Information
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