Lead Contact Center Engineer

Johnson & Johnson is recruiting for a Lead Contact Center Engineer in Technology Services located in Raritan, NJ. Remote work options may be considered on a case-by-case basis and if approved by the Company. Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science -- bringing innovative ideas, products, and services to advance the health and well-being of people. With $82.1 billion in 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 the consumer, 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. If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen! Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer. Do you want to be part of a multi-year journey to drive outstanding customer experiences by transforming and migrating on-premise / hybrid Contact Center solutions to the Cloud? Johnson & Johnson is seeking a lead Contact Center Engineer headquartered in Raritan, NJ. The Lead Contact Center engineer is accountable for the engineering and technical delivery of Contact Center capabilities across every J&J sector. As part of a diverse and empowered squad, you will be aligned to a common mission delivering business outcomes through end-to-end, self-directed, multi-functional teams. Additionally, you will lead engineers to design, develop, configure, maintain, and test Contact Center and third-party software, translating business needs into working code. Key Responsibilities: Work with Business Technology partners to understand business needs, craft solution architecture, and propose solution delivery. Guide squad engineers to build and maintain software, translating user stories from the backlog into code, using modern design patterns and architectural principles Accountable for code written by squad members that is high quality, well documented, aligned to standards, efficient, and is easy to maintain Drive testing and deployment of software solution, including ensuring sufficient automated testing to guarantee quality Mentor and coach the technical team members of the squad on standard methodologies/principles Responsible for defining and communicating a shared technical and architectural vision to ensure solution is fit for its intended purpose Support Product Owner in defining stories and acceptance criteria Move code through environments and into production (e.g., Release Process) Work with Engineering and Architecture teams on continuous improvement on Contact Center platforms, while perform POC to enable new features and services. Work with Voice team and carriers on SIP trunks and architecture. Qualifications Required: Minimum of Undergraduate degree (BA /BS) with at least 5 years relevant hands-on experience or total of at least 8 years equivalent experience Hands-on experience in common technology stacks used within a Contact Center product group Experience gathering requirements and translating into a product / platform vision through expertise in development, engineering, and UX Experience in Product Development, with specific experience in software development and engineering Experience in Agile methodologies and Jira Build a culture that relentlessly focuses on helping people and organizations we touch Design and build efficient and secure software solutions according to the customer needs with given tools and languages Applies leading software development practices and standards to build robust software Functional knowledge including test automation, solution architecture, API architecture and design, and systems integration Preferred: Engineering expertise for the following key capabilities: Integrated Agent Desktop, Workforce Management, Quality Management, Reporting & Analytics, Telephony, Interactive Voice Response (IVR), Intelligent Call Routing, Real Time Chat, and Conversational AI Experience handling technical priorities within the backlog For United States: Remote work options may be considered on a case-by-case basis and if approved by the Company. The anticipated base pay range for this position is $93,000 - $139,000. The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/ performance year. Bonuses are awarded at the Company’s discretion on an individual basis. Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, long-term incentive, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans. Additional information can be found through the link below. 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. For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com. Primary Location United States-New Jersey-Raritan-1003 US HIghway 202 Other Locations Europe/Middle East/Africa-Algeria, North America, Asia Pacific, Latin America Organization Johnson & Johnson Services Inc. (6090) Job Function Info Technology Requisition ID 2206047999W