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Technology Lead, Voice Services

2 weeks ago

Singapore Johnson & Johnson Full time

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 Technology Lead, Voice Services, to serve as a central point of contact, supporting our regional voice services. 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 of this role is to provide optimal solutions and to 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 to oversee in 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 services 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.
- 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.
- Work closely with service owners and stakeholders to build solutions and support implementation plans while utilizing the appropriate internal and external resources.
- Partner closely with Procurement, Change Management, Capacity team, and various vendor resources ensuring full involvement of business partners and communication to all stakeholders.
- Review and approve changes related to voice services for the region.
- Collaborate with vendors and service providers and support contracts negotiations, 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.
- Ensure code written by squad members is of high quality, well documented, is 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.
- Represent region in developing voice services standards, processes and best practises, act as an escalation point for projects, support regi