Platform Engineer - AI CXM for Customer Service

Johnson & Johnson; Rapid City (MI); Hybrid; USD 102,000 - 177,000; Full time

Benefits offered by this job

Vacation

Sick time

Floating holidays

Parental leave

Job summary

Johnson & Johnson is seeking a Platform Engineer – Customer Service to lead the CXM platform evolution in Microsoft Dynamics from Raritan, NJ, with up to 10% travel. The role focuses on building a durable, reusable engineering ecosystem and scalable AI-enabled workflows across marketing, sales, pricing, contracting, and service teams.

The candidate partners with product and business leaders to shape future-state workflows connecting customer service and service/repair, delivering

Qualifications

• Seven-plus years of software engineering experience delivering enterprise-scale digital products and platforms.
• Four-plus years as lead architect, principal engineer, or engineering lead for platform architecture and strategy.
• Two-plus years developing and using AI agents and orchestration platforms.
• Demonstrated experience leading large-scale platform modernization and establishing enterprise engineering standards.

Responsibilities

• Define and evolve the technical architecture for the CXM platform.
• Lead shared-service integration and runtime capabilities for scale.
• Build frameworks, SDKs, APIs, and developer platforms for CXM adoption.
• Develop reusable agent frameworks and integration strategies.
• Establish enterprise standards for MCP, A2A, and A2UI interoperability across AI capabilities.
• Create a catalog of AI services, tools, and capabilities for reuse.
• Partner with AI Core to implement governance, observability, security, and platform operations.
• Ensure Dynamics capabilities integrate with the broader J&J enterprise tech ecosystem via interoperable APIs.

Skills

Capacity Leveling

Collaboration

Consulting

Controls Compliance

Technical Credibility

Technical Writing

Git

Kubernetes

Docker

Terraform

AI

Tools

Git

Jenkins

Terraform

Kubernetes

Docker

Job description

Johnson & Johnson is seeking a Platform Engineer – Customer Service to lead the CXM platform evolution in Microsoft Dynamics from Raritan, NJ, with up to 10% travel. The role focuses on building a durable, reusable engineering ecosystem and scalable AI-enabled workflows across marketing, sales, pricing, contracting, and service teams.

The candidate partners with product and business leaders to shape future-state workflows connecting customer service and service/repair, delivering