At BD, we’re doing our part to help by connecting displaced Ukrainians with some of the outstanding opportunities we have to offer. Click here to find out more.

Job ID R-427205 Date posted 04/27/2022 Apply

Infrastructure Solutions Architect - Contact Center (Remote)

Job Description Summary

The Contact Center Technologies Architect is a member of the Collaboration and Mobility Technologies team who are responsible for the vision, architecture, engineering, prototyping, implementation, and day to day operations of the Voice, Video, Mobility and Contact Center solutions and technologies. This role will have a global impact across all BD regions and business entities supporting a user base of 60,000+ associates. The Contact Center Technologies Architect provides support to all groups to efficiently support Business and IT activities and key Business and IT projects.

Job Description

Be part of something bigger!

BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.

The Contact Center Technologies Architect is a member of the Collaboration and Mobility Technologies team who are responsible for the vision, architecture, engineering, prototyping, implementation, and day to day operations of the Voice, Video, Mobility and Contact Center solutions and technologies.  This role will have a global impact across all BD regions and business entities supporting a user base of 60,000+ associates.  The Contact Center Technologies Architect provides support to all groups to efficiently support Business and IT activities and key Business and IT projects.

This role will be responsible for leading BD’s Contact Center Roadmap, projects, and day to day operations to ensure our services and technologies evolve to meet the needs of the organization, while maintaining serviceable and cost-effective solutions.

 Specific responsibilities include:

  • Own and lead the overall Contact Center roadmap, operations, engagement model, service offerings, and team.

  • Manage day to day operations of the team, and Contact Center Technologies space overseeing our vendor partner service providers.

  • Drive the expansion of Contact Center solutions throughout the BD global footprint.

  • Lead in the application design, development, implementation, testing and support on new contact center projects.

  •  Manage highly complex technologies to meet current and future needs of our users.

  • Identifies and drives opportunities for cost savings and optimization in the Contact Center space.

  • Creates a collaborative partnership among IT, Vendor Partners, and internal BD teams to drive efficiency and technology adaption.

  • Supports the evolution of the Contact Center technology and framework against industry best practices.

Qualifications

Required:

  • SME and deep understanding of Contact Center technology and architecture.

  • Must be able to guide business counterparts in finding optimal solutions and to communicate clearly with peers

  • Bachelor’s degree or equivalent in Information Systems/Computer Science or a related discipline.

  • 10+ years of related professional experience in Contact Center technologies.

  • Proven track record of developing and delivering architect flows, and scripts.

  • 4+ years’ experience in managing service provider relationships-preferably at a global level.

  • Background in people management, financial responsibility, negotiations, and business decision-making.

  • Excellent written, verbal and interpersonal skills.

  • Strong organizational and analytical skills.

  • Strong customer service focus

  • Self-motivated individual

  • Experience working in a team-oriented, collaborative environment.

  • Experience with working in a large matrixed enterprise, virtually across the globe.

  • Experience with leading and coordinating across both functional and technical teams

  • Independent and goal oriented, with the ability to create an inclusive team environment

Preferred:

  • Demonstrated track record of building and maintaining highly collaborative, flexible, and productive work teams.

  • Ability to successfully manage and execute multiple, large scale projects using established project management tools and processes.

  • Proven experience in business planning, resource allocation and project management.

  • Bachelor’s degree or equivalent in Information Systems/Computer Science or a related discipline.

For many roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, weekly testing for COVID-19 may be available instead of vaccination. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why join us?

A career at BD means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here our associates can fulfill their life’s purpose through the work that they do every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates.

To learn more about BD visit https://jobs.bd.com/

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

PDN

Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

Work Shift

Apply

Working in

Franklin Lakes

Take a look at the map to see what's nearby.

Working in

Franklin Lakes

Take a look at the map to see what's nearby.

Recommend
to a friend

Approve
of CEO

"Purpose driven company where associates work every day to make healthcare better. A lot of great initiatives going on to make BD the best MedTech company in the world."
Anonymous, Franklin Lakes, NJ

Don’t miss out

Receive customized job alerts based on your function and/or location search criteria.

Interested inSelect a job category from the list of options. Search for a location and select one from the list of suggestions. Finally, click “Add” to create your job alert.

Join our talent pool

Upload your resume to help our recruiters match you to the right job. They'll be in touch if they find a good fit.

BD Fraud Notice

Please be aware of potentially fraudulent job postings on other websites or suspicious recruiting email or text messages that attempt to collect your confidential information. If you are concerned that an offer of employment with BD, CareFusion or C.R. Bard might be a scam, please verify by searching for the posting on the careers page or contact us at ASC.Americas@bd.com. For more information click here.