Resolution Specialist in Contact Center managing high volume customer inquiries via phone and chat. Collaborating with associates to resolve issues in a customer - focused environment.
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
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Call Center Agent managing empathic calls to negotiate debt payments with clients. Supporting individuals for their financial fresh starts in a diverse work environment.
CE
Admissions Team Lead responsible for coordinating patient access operations at Cedars - Sinai Medical Center. Ensuring efficient registration processes and team performance within a hybrid work model.
Admissions Team Lead overseeing patient access, registration, and compliance in a specialized clinic setting. Leading team workflow and ensuring high - quality patient service standards in a hybrid role.
Sales Supervisor at Toyota Insurance leading a contact center team to achieve sales and retention targets. Overseeing performance, coaching agents, and ensuring compliance with policies.
Call Center Agent providing assistance to clients regarding (care) aids from ProSenio. Responsible for client inquiries and actively improving internal processes.
Customer Advisor handling Entel Chile inquiries via phone and closing sales for mobile and home products. Involves both remote and onsite work in San Miguel, Peru.
Atención telefónica y ventas de productos móviles y hogar en Entel Chile. Buscamos asesores telefónicos para el equipo de ventas de Entel en Lima.
Call Center Rep at Children's Minnesota responsible for answering calls and providing expert knowledge of services. Requires strong communication skills and customer service experience.
Asesor telefónico de ATC Cross Selling para Entel Chile manejando consultas y ventas. Proporcionando soporte y atención a usuarios de Entel en el área de Magdalena del Mar.