IT Lead – Customer Experience Engineering
Johnson & Johnson
August 12, 2026
Remote friendly (Raritan, NJ)
United States
IT
IT Lead – Customer Experience Engineering (Raritan, NJ)
Role Summary
- Lead Global Customer Experience (CX) Engineering in a highly regulated healthcare environment with end-to-end accountability for technology strategy, architecture, engineering delivery, and operations across touchless order automation and microservices.
- Deliver secure, scalable, integrated digital solutions that improve customer experience, operational efficiency, and business outcomes.
Key Responsibilities
- Translate business priorities into technical roadmaps, outcomes, and delivery plans aligned to enterprise strategy.
- Prioritize CX investments to maximize customer and business value within Supply Chain.
- Drive scalable EDI solutions across regions and partners.
- Define/govern end-to-end architecture using API-first, event-driven, microservices patterns.
- Provide hands-on technical leadership (architecture reviews, design sessions, POCs, issue resolution).
- Lead innovation using agentic AI platforms and/or AI-assisted automation/orchestration for integrations.
- Own vendor performance, contracts/SLAs/financials/SOWs; align roadmaps; budget, plan, and optimize CX technology costs.
- Ensure CX platforms meet GxP, SOX, HIPAA, Privacy, and GDPR; partner on controls, audits, and risk mitigation.
- Own CX/operational KPIs (touchless order rate, order accuracy, time to resolution, CSAT/NPS, reliability) and use data for continuous improvement.
Required Qualifications
- Bachelor’s degree in CS/Engineering/IS or related STEM.
- 6+ years IT experience; 2–3 years in CX and/or Supply Chain management, microservices, integration patterns.
- Hands-on EDI experience (IBM Sterling, OpenText).
- Strong modern integration/cloud architecture expertise (APIs, event-driven systems, middleware, SAP BTP-IS).
- Practical experience delivering agentic AI solutions.
- Excellent communication and senior stakeholder engagement.
Preferred Qualifications
- Onboarding/enabling EDI trading partners.
- Healthcare or regulated life sciences experience.
- Microservices with AWS tech stack and EDI standards.
- Cloud-native stacks (AWS preferred) and service development in Node.js (or equivalent).
- SAP BTP-IS integration suite understanding.
Benefits (time off)
- Vacation: 120 hours/year; Sick time: 40 hours/year.
- Holiday pay incl. floating holidays: 13 days/year.
- Work/Personal/Family time: up to 40 hours/year.
- Parental leave: 480 hours (within one year); Bereavement: 240 hours (immediate family) + 40 hours (extended family); Caregiver leave: 80 hours (52-week rolling).
Role Summary
- Lead Global Customer Experience (CX) Engineering in a highly regulated healthcare environment with end-to-end accountability for technology strategy, architecture, engineering delivery, and operations across touchless order automation and microservices.
- Deliver secure, scalable, integrated digital solutions that improve customer experience, operational efficiency, and business outcomes.
Key Responsibilities
- Translate business priorities into technical roadmaps, outcomes, and delivery plans aligned to enterprise strategy.
- Prioritize CX investments to maximize customer and business value within Supply Chain.
- Drive scalable EDI solutions across regions and partners.
- Define/govern end-to-end architecture using API-first, event-driven, microservices patterns.
- Provide hands-on technical leadership (architecture reviews, design sessions, POCs, issue resolution).
- Lead innovation using agentic AI platforms and/or AI-assisted automation/orchestration for integrations.
- Own vendor performance, contracts/SLAs/financials/SOWs; align roadmaps; budget, plan, and optimize CX technology costs.
- Ensure CX platforms meet GxP, SOX, HIPAA, Privacy, and GDPR; partner on controls, audits, and risk mitigation.
- Own CX/operational KPIs (touchless order rate, order accuracy, time to resolution, CSAT/NPS, reliability) and use data for continuous improvement.
Required Qualifications
- Bachelor’s degree in CS/Engineering/IS or related STEM.
- 6+ years IT experience; 2–3 years in CX and/or Supply Chain management, microservices, integration patterns.
- Hands-on EDI experience (IBM Sterling, OpenText).
- Strong modern integration/cloud architecture expertise (APIs, event-driven systems, middleware, SAP BTP-IS).
- Practical experience delivering agentic AI solutions.
- Excellent communication and senior stakeholder engagement.
Preferred Qualifications
- Onboarding/enabling EDI trading partners.
- Healthcare or regulated life sciences experience.
- Microservices with AWS tech stack and EDI standards.
- Cloud-native stacks (AWS preferred) and service development in Node.js (or equivalent).
- SAP BTP-IS integration suite understanding.
Benefits (time off)
- Vacation: 120 hours/year; Sick time: 40 hours/year.
- Holiday pay incl. floating holidays: 13 days/year.
- Work/Personal/Family time: up to 40 hours/year.
- Parental leave: 480 hours (within one year); Bereavement: 240 hours (immediate family) + 40 hours (extended family); Caregiver leave: 80 hours (52-week rolling).