The role of Manager Network & CC (Contact Center) Solutions is ownership, management and delivery of network infrastructure requests throughout their lifecycle with particular focus on Voice and Contact Center. The scope may cover all aspects of Voice and Data networking including traditional Data requests, UCC, IPT, Contact Centers, Telepresence and Wi-Fi and may include critical global requests in addition to regionally specific. The role is responsible for understanding and addressing business requirements, building solutions which comply with J&J standards and coordinating in-house resources, capacity/stable teams, outsourced teams and vendors to ensure cost-effective and on-time delivery of solutions that meet business partner’s requirements. The role will also be responsible for effective communication with business partners and stakeholders at all levels and across multiple geographies. When required, the role may become involved with operational support related to the delivered solution.
The role is considered a Subject Matter Expert on Contact Centers and as such will lead and oversee related requests as well as providing leadership, support and guidance to other members of the regional team in this area. There is a requirement to work with other global teams to gain knowledge and expertise, understand, develop and enforce global standards and on occasion, support activities to select global partners and new technologies. A strong working relationship with the Voice Engineering team is required.
The role will supervise and oversee outsourced resources including Regional Capacity teams and outsourced Network engineers and may be required to manage a small sub-team of Network Solutioning specialists, which will include people management in addition to coordinating the team's work and resources.
Major Duties & Responsibilities
Conduct network solution requirements gathering and develop options and alternatives
Provide pre-project consulting to the business and recommend network solutions to solve business problems.
Work with IT and business to define requirements for current project needs.
Develop solutions compliant with J&J architectural standards and work with Global Engineering team to design non-standard solutions when required.
Build solutions and implementation plans utilizing the appropriate internal and external resources (e.g. Ordering & Quoting team; Change Management team; Capacity team; vendor resources) and ensuring full involvement of business partners and communication to all stakeholders. Review and approve related changes
Ensure flawless execution of implementation plan in conjunction with vendors and resource teams. Co-ordinate service introduction, hypercare, documentation, operational handover and if necessary, provide support for operational issues
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
Where required, manage small team of Network Solutioning specialists and co-ordinate their activities
Involvement in vendor/technology selection, global standards and governance processes
Approve purchase of equipment, services and supplies
Backup and support roles and functions in the Network team to ensure delivery of consistent customer service
Required Minimum Education: Bachelor’s Degree or equivalent experience
Required Years of Related Experience: 8-10 Years Related Experience
Required Knowledge, Skills and Abilities:
Strong technical knowledge of contact center technologies (Amazon, Genesys, Cisco), IPT and experience with two or more of the following infrastructure components: SDN, SDWAN, Network Automation, Cloud Solutions, 5G, DHCP/DNS, WAN/LAN topologies and services, WLAN, MPLS, IP management tools, network management applications, Internet, QOS, EIGRP/BGP, unified communications, multimedia/VoIP solutions, SIP
Knowledge and/or Certification on contact center and unified communication solutions, Cisco data networking products and IOS, firewalls, load balancing technology
Extensive experience in managing outcomes in an IT infrastructure environment
Strong experience translating business requirements into technical network solutions
Proven experience in network and infrastructure planning and development
Proven experience working in a global environment and coordinating across regions
Extensive experience managing technically complex telecommunication deployments and projects
Excellent written and oral communication skills
Excellent interpersonal skills and ability to communicate effectively at all organizational levels
Exceptional customer service focus
Willingness to work some unsociable hours – weekends and evenings – to support implementations
Preferred Knowledge, Skills and Abilities:
Experience with Amazon Connect, or Genesys Cloud
Experience with Sonus Session Border Controllers
Experience in deploying at least 3 contact centers (>50 agents)
Experience with cloud contact center technologies with at least 2 contact center deployments
PMP, Agile, Scrum Master, Lean certification
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.