AI-Powered Platform Engineer for Customer Service

Johnson & Johnson; California (MO); Hybrid; USD 102,000 - 177,000; Full time

Benefits offered by this job

Vacation 120 hours/year

Sick time 40 hours/year

Holiday pay

Job summary

Johnson & Johnson is seeking a Platform Engineer – Customer Service to lead the CXM platform evolution in Microsoft Dynamics, aligning with global customer service experiences. You will drive architecture, reusable services, and standard interfaces to enable AI-driven commercialization across MSD, Teams, Outlook, and related platforms.

This role requires guiding cross-functional teams and ensuring scalable, secure, and observable platform capabilities with a focus on Customer Service workflows

Qualifications

• 7+ years of software engineering experience delivering enterprise-scale digital products, platforms, and distributed systems.
• 4+ years serving as a lead architect, principal engineer, or engineering lead responsible for platform architecture and technical strategy.
• 2+ years developing and using AI agents and orchestration platforms.
• Demonstrated experience leading large-scale platform modernization initiatives and establishing enterprise engineering standards.
• Proven track record building reusable platforms, frameworks, SDKs, and developer ecosystems rather than standalone applications.
• Experience operating within highly regulated or complex enterprise environments.
• Expert in Microsoft Dynamics, Azure, Co-Pilot and Co-Pilot Studio and in Platform Development and Commercial business processes.

Responsibilities

• Define and evolve the technical architecture for the Butterfly CXM platform.
• Establish the engineering strategy for shared service integration and runtime capabilities.
• Build foundational frameworks, SDKs, APIs, and developer platforms supporting CXM adoption.
• Lead development of reusable agent frameworks, skills definition, and agent integration strategies.
• Establish enterprise standards for MCP, A2A, and A2UI interoperability across all AI capabilities.
• Create a shared catalog of AI services, tools, agents, and business capabilities for reuse.
• Partner with AI Core teams on governance, observability, security, and platform operations.
• Ensure Dynamics capabilities integrate with the broader enterprise ecosystem through APIs and shared services.
• Define engineering quality metrics for platform reuse and reliability.
• Build an engineering organization to support long-term AI roadmaps and expanded adoption.

Skills

Capacity Leveling

Collaboration

Consulting

Contingency Planning

Controls Compliance

Critical Thinking

Human-Computer Interaction

IT Service Continuity Management

Management Systems Implementation

Organizing

Performance Measurement

Software Development Management

Tactical Planning

Technical Credibility

Technical Development

Technical Writing

Technologically Savvy

Tools

Git

Jenkins

Terraform

Kubernetes

Docker

Infrastructure-as-Code

Platform observability

Job description

Johnson & Johnson is seeking a Platform Engineer – Customer Service to lead the CXM platform evolution in Microsoft Dynamics, aligning with global customer service experiences. You will drive architecture, reusable services, and standard interfaces to enable AI-driven commercialization across MSD, Teams, Outlook, and related platforms.

This role requires guiding cross-functional teams and ensuring scalable, secure, and observable platform capabilities with a focus on Customer Service workflows