Job Description

Johnson & Johnson Family of Companies, caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for more than 130 years. We embrace in research and science; bringing innovative ideas, products, and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

With $94.9 billion in 2022 sales, Johnson & Johnson is the world\'s most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for pharmaceutical, and medical devices markets. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

At Johnson & Johnson Technology Services (TS), our goal is to deliver on our enterprise technology strategy, which is focused on the execution of leading-edge capabilities in alignment with business strategy while optimizing cost and drive operational excellence. We aim to become a trusted business partner, working together with the business, to influence and shape technology capabilities that enable J&J to change the trajectory of health for humanity.

We are currently looking for a highly effective Voice and Contact Centre, Technology Manager to serve as a central point of contact, supporting our regional operations. This role is part of our accomplished End User Services team and involves collaborating closely with global voice and contact center service owners. The primary objective is to provide optimal solutions and ensure the effective delivery of voice and contact center services across our various sites in the Asia Pacific region.

In this role, you will have the responsibility of comprehending and addressing the business needs. You will also oversee constructing a solution that adheres to J&J standards, while working closely with both internal and external stakeholders to guarantee cost-effective and timely delivery of solutions that meet our business requirements. Furthermore, you will collaborate with the global engineering team to design and implement standards within the region, ensuring a smooth and efficient communication infrastructure.

Effective communication with business partners and stakeholders across various geographies and at all levels will be a key aspect of your role.

Key working relationship:

Technology Services leadership, Business site leadership, business technology leaders, IT service owners and delivery teams, vendors, project management team and site delivery team.

Roles & Responsibilities:

The individual will have the following responsibilities:

• Conduct voice and contact center solution requirements gathering and develop options and alternatives.
• Provide pre-project consulting to the business and recommend voice and contact center solutions to solve business problems statement and requirements.
• Define requirements for project needs and develop solutions compliant with J&J architectural standards in partnership with global engineering team.
• Manage voice operations in the region, including call routing, voicemail, auto attendants, Cisco CUCM, Voice Gateway, ISDN circuits and end points.
• Enforce security best practices for the voice systems, safeguarding sensitive information, and ensuring compliance with data protection regulations and internal policies.
• Ensure flawless execution of implementation plan in conjunction with vendors and resource teams. Co-ordinate service introduction, hyper care, documentation, operational handover and if necessary, provide support for operational issues.

• Collaborate with vendors and service providers to negotiate contracts, ensure service level agreements are met, and stay informed about updates and enhancements to the voice systems.
• Oversee the creation of comprehensive documentation for voice system configurations, processes, and troubleshooting guides. Arrange training sessions for end-users and IT staff to promote proper usage and minimize escalations.
• Work with Business Technology partners to understand business needs, craft solution based on company standards and responsible for solution delivery.
• Accountable for code written by squad members that is high quality, well documented, aligned to standards, efficient, and is easy to maintain.
• Work and communicate with TS Leadership and key stakeholders to ensure that solutions delivered are aligned to the Voice and Contact Center roadmap.
• Regional and global support for request management including co-ordination and supervision of regional and global teams/resources; representing region to develop global standards, processes and best practices for Networking; acting as an escalation point for specific projects.
• Performs other duties as assigned.

Professional Experience & Qualifications:

• A minimum of a bachelor\'s degree is required.
• A minimum of 8 years of overall professional IT experience is required; 5 years proven experience in engineering Unified Communications, voice or contact center.
• Knowledge and/or Certification on contact center and unified communication solutions, Cisco data networking products and IOS, firewalls, load balancing technology.
• Able to demonstrate expertise with CUCM (Version 11 and above) Session Manager Edition, especially for global dial plan management.
• Experience with Amazon Connect, or Genesys Cloud, Sonus Session Border Controllers, Cisco Call Manager (CUCM/CUC), Session Initiation Protocol (SIP) including SIP trunking in Asia Pacific, Omnichannel contact center (Voice, Chat, Email, social media), Telephony fundamentals including BYOC carrier features (SIP/WebRTC).
• Strong experience translating business requirements into technical network solutions.
• Proven experience working in a global environment and coordinating across regions.
• Extensive experience managing technically complex telecommunication deployments and projects.
• Excellent written, interpersonal skills and ability to communicate effectively at all organizational levels.
• Proven analytical and problem-solving abilities and exceptional customer service focus.
• Experience with cloud contact center technologies with at least 3 contact center deployments.

At Johnson & Johnson, we\'re on a mission to change the trajectory of health for humanity. That starts by creating the world\'s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, depending on location and subject to local legislation, candidates offered employment may be required to show proof of COVID-19 vaccination or, in certain countries, secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. If you are invited to interview for the position, your recruiter will advise on the vaccine requirement status in your geographic location.

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