Platform Engineer — AI-Driven CXM for Customer Service

Johnson & Johnson; New York (NY); Hybrid; USD 102,000 - 177,000; Full time

Benefits offered by this job

Vacation –120 hours per year

Sick time – 40 hours per year; varies"

Holiday pay – 13 days/year

Work, Personal and Family Time – up to

Job summary

Johnson & Johnson is seeking a Platform Engineer – Customer Service to lead the engineering evolution of the CXM platform in Microsoft Dynamics. You will define architecture, build reusable services, and drive AI-enabled customer engagement across MSD, Teams, Outlook, and Co-Pilot.

The role requires deep hands-on expertise and collaboration with product leadership to scale services and integrations. This global role may require up to 10% travel within North America and remote work considerations

Qualifications

• 7+ years delivering enterprise-scale digital products and platforms.
• 4+ years leading platform architecture and technical strategy.
• 2+ years developing AI agents and orchestration platforms.
• Experience building reusable platforms, SDKs, and developer ecosystems.
• Experience in regulated enterprise environments.
• Deep knowledge of Microsoft Dynamics, Azure, Co-Pilot within J&J MedTech CXM domain.
• Hands-on with Git, Jenkins, Terraform, Kubernetes, Docker, and IaC.

Responsibilities

• Define and evolve the CXM platform architecture for Customer Service.
• Lead shared services and gateway/runtime capabilities for scale.
• Build frameworks, APIs, and developer platforms for CXM adoption.
• Develop reusable agent frameworks and integration strategies.
• Ensure enterprise standards for interoperability across AI capabilities.
• Create a catalog of AI services and tools for reuse across Workbench.

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

Job description

Johnson & Johnson is seeking a Platform Engineer – Customer Service to lead the engineering evolution of the CXM platform in Microsoft Dynamics. You will define architecture, build reusable services, and drive AI-enabled customer engagement across MSD, Teams, Outlook, and Co-Pilot.

The role requires deep hands-on expertise and collaboration with product leadership to scale services and integrations. This global role may require up to 10% travel within North America and remote work considerations