Platform Engineer - 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

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function

Technology Product & Platform Management

Job Sub Function

Functional Engineering

Job Category

Scientific/Technology

All Job Posting Locations

Alabama (Any City), Alabama (Any City), Alaska (Any City), Arizona (Any City), Arkansas (Any City), California (Any City), Colorado (Any City), Connecticut (Any City), Delaware (Any City), Florida (Any City), Georgia (Any City), Hawaii (Any City), Idaho (Any City), Illinois (Any City), Indiana (Any City), Iowa (Any City), Kansas (Any City), Kentucky (Any City), Louisiana (Any City), Maine (Any City), Maryland (Any City), Massachusetts (Any City), Michigan (Any City), Minnesota (Any City), Mississippi (Any City) {+ 26 more}

Job Description

We are searching for the best talent for a Platform Engineer – Customer Service to be located in Raritan, NJ. Remote work options may be considered on a case-by-case basis and if approved by the Company.

This position may require up to 10% travel within the New Jersey/area and occasionally across North America/OUS.

J&J MedTech's commercial transformation program is designed to unify Sales, Marketing, Customer Pricing & Quoting (CPQ), Professional Relations & Operations (PR&O), Customer Service, and Service & Repair into a single AI-powered platform built on Microsoft Dynamics technologies. It aims to replace fragmented systems, disconnected processes, and siloed data with one integrated customer engagement ecosystem.

This person will serve as the global engineering leader for the MedTech Global CXM Platform in Microsoft Dynamics, creating a connecting ecosystem of platform, data, and intelligence across MSD, Teams, Outlook, Co-Pilot, and additional interconnected global commercial platforms. This role focuses specifically on Customer Service platform experiences and will be responsible for defining and executing the technical strategy, architecture, engineering standards, and platform capabilities that power the future of AI-driven commercialization experiences across MedTech.

Role

The role will own the engineering evolution of the CXM Platform for Customer Service experiences from initial release through enterprise scale, ensuring that each new capability strengthens the platform through reusable services, common frameworks, and governed engineering patterns. A critical objective of this role is creating a durable platform where investments compound over time through shared services, standardized interfaces, reusable agents, and connected AI workflows.

This individual will serve as the technical counterpart to product and business leadership, translating the MedTech CXM vision into a scalable engineering ecosystem capable of supporting future-state workflows that connect marketing, sales, pricing, contracting, customer service, and service and repair.

Strategic Core Responsibilities

• Define and evolve the technical architecture for the Butterfly CXM platform.
• Establish the engineering strategy for shared service integration, full stack requirements to support adoption at scale including establishing gateway services, and runtime capabilities.
• Build the foundational frameworks, SDKs, APIs, and developer platforms supporting CXM adoption across all pods and future use cases.
• 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 that can be reused across the Workbench ecosystem.
• Partner closely with AI Core teams to implement governed agent execution, observability, security controls, discoverability, and platform operations.
• Ensure Microsoft Dynamics capabilities consume and contribute to the broader J&J enterprise technology ecosystem through interoperable APIs, shared services, and standardized platform contracts.
• Define engineering quality metrics that measure platform reuse, service adoption, reliability, release velocity, developer productivity, and AI solution effectiveness.
• Build an engineering organization capable of supporting the long-term AINF roadmap, including future releases supporting AI channels, AI production, autonomous execution capabilities, and expanded enterprise adoption.

Required 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 applicable domain/products and in the tech stack used within the J&J MedTech CxM domain, principally with Microsoft Dynamics, Azure, Co-Pilot and Co-Pilot Studio
• Expert in Platform Development and Commercial business processes including the application of software solutions to solve business problems and accelerate new product introduction.
• Demonstrable experience leading teams of employees and/or contractors, including goal setting and career development
• API Gateway, MSD Connectors, Lambda, EKS, EC2, SNS, SQS, EventBridge. DynamoDB, RDS, S3, CloudFront, CloudWatch, IAM, Secrets Manager
• Demonstrated experience designing and implementing enterprise AI ecosystems including:
  • Large Language Model (LLM) integrations, Agent-based systems, Multi-agent architectures, Agent orchestration, Retrieval-Augmented Generation (RAG), Tool-calling frameworks, Skills-based architectures, Context engineering, AI observability, AI governance, Agent-to-Agent (A2A) workflows, Model Context Protocol (MCP) integrations
• Hands-on expertise with:
  • Git, Jenkins, Terraform, Kubernetes, Docker, Infrastructure-as-Code. Platform observability
• Candidate must possess deep working knowledge of the XENA platform including:
  • XENA engineering principles and standards, engineering accelerators, AI-enabled SDLC capabilities, coding workflows, PR workflows, Enterprise architecture standards, JPM deployment framework and pipeline standards, Enterprise CI/CD governance, Approved engineering tooling and delivery patterns, AI-enabled SDLC acceleration capabilities.

Preferred Qualifications

• Experience in medtech, pharmaceutical, healthcare, or regulated industries
• Experience building enterprise agent platforms.
• Experience building Internal Developer Platforms (IDPs).
• Experience building reusable enterprise SDKs and framework libraries.
• Demonstrated ability to influence senior executives and enterprise architecture stakeholders.
• Experience leading through organizational transformation.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

#JNJTech

Required Skills

Capacity Leveling, Collaboration, Consulting, Contingency Planning, Controls Compliance, Critical Thinking, Human-Computer Interaction (HCI), IT Service Continuity Management (ITSCM), Management Systems Implementation, Organizing, Performance Measurement, Software Development Management, Tactical Planning, Technical Credibility, Technical Development, Technical Writing, Technologically Savvy

Preferred Skills

Capacity Leveling, Collaboration, Consulting, Contingency Planning, Controls Compliance, Critical Thinking, Human-Computer Interaction (HCI), IT Service Continuity Management (ITSCM), Management Systems Implementation, Organizing, Performance Measurement, Software Development Management, Tactical Planning, Technical Credibility, Technical Development, Technical Writing, Technologically Savvy

The anticipated base pay range for this position is :

$102,000.00 - $177,100.00

Additional Description For Pay Transparency

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

Benefits

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
• Holiday pay, including Floating Holidays –13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period10 days
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits