Director of Solution Engineering, Patient Experience

Johnson & Johnson Innovative Medicine • Hopewell Township, NJ

1d • $150,000 - $258,750 • Hybrid

About The Position

Johnson and Johnson is recruiting for a Director of Solution Engineering, Patient Experience. This position’s primary location will be Titusville, NJ with occasional domestic travel primarily in the NJ, PA area. At J&J Innovative Medicine, what matters most is helping people live full and healthy lives. We focus on treating, curing and preventing some of the most devastating diseases of our time. And we pursue the most promising science, wherever it might be found. Our J&J Innovative Medicine Technology promise is to create a future where disease is a thing of the past by unlocking the power of people, technology, and insights. Do you want to be part of this mission? This critical leadership role is driving us to achieve this promise! Every patient’s healthcare experience is unique and shaped by personal experiences and beliefs, the presence or absence of support networks, provider and payer dynamics, and socioeconomic factors. For many patients and their caregivers, the decision to start or stop treatment is overwhelming. J& Innovative Medicine recognizes this and is passionate about experiences that are personalized, helpful, and hopeful. We believe technology is key to supporting patients throughout their journeys, and this role is pivotal to shaping those experiences! The Director of Solution Engineering will play a pivotal role in shaping and executing our North America patient experience. The incumbent’s leadership will be instrumental in shaping the strategic vision, development, and optimization of J&J’s patient engagement and pharmacy platforms, including Salesforce Life Sciences Cloud, AWS, and other patient, call center, and healthcare system technologies. The Director will collaborate closely with cross-functional teams, stakeholders, to align Patient Experience solutions with business goals while ensuring a seamless customer experience and order fulfillment efficiency. The Director will define and execute the engineering vision, establish modern architectural patterns, and ensure solutions are scalable, compliant, and aligned to enterprise standards. As a strong engineering leader, this Director will anticipate industry trends, respond to evolving customer demands, and foster a culture of experimentation to unlock high-value opportunities. This role will actively engage functional leaders across the organization to position our Patient Experience and Customer Solutions as a strategic differentiator and a catalyst for digital transformation.

Requirements

• Bachelor’s degree required.
• 10+ years in Pharmaceutical or Life Sciences.
• 8+ years in CRM, platform, or patient experience solutions, including 3+ years in leadership roles.
• Proven track record leading large-scale digital platforms and cross-functional teams.
• Ability to manage multiple priorities in high-visibility, fast-paced environments with strong judgment and integrity.
• Hands-on experience with enterprise CRM and engagement platforms (e.g., Salesforce or similar SaaS solutions).
• Proven expertise across modern architecture and platforms, including: Salesforce, Genesys, MuleSoft, AWS.
• Microservices, APIs, and custom platform development.
• Experience supporting Commercial, Patient Services, or Commercial Operations functions.
• Strong strategic thinking, problem-solving, and decision-making skills.
• Excellent executive communication, consulting, and stakeholder management capabilities.
• Data-driven mindset with experience leveraging analytics to inform decisions.

Nice To Haves

• Experience working with SPI/PHI data and HIPAA-compliant systems.
• Familiarity with identity and consent management platforms.
• Exposure to AI/ML applications in patient engagement (e.g., personalization, automation).

Responsibilities

• Own end-to-end engineering strategy for patient engagement platforms, aligning to business priorities, regulatory requirements, and enterprise architecture.
• Define and enforce modern architectural principles, including microservices/SOA, event-driven (Kafka, SNS/SQS), and API-first/headless (REST/GraphQL).
• Establish reusable, scalable platform capabilities to accelerate product delivery.
• Drive secure-by-design and privacy-first engineering practices across all patient-facing solutions.
• Lead adoption of agentic AI architecture, enabling composable, orchestrated capabilities across channels, content systems, and tenant experiences (leveraging MCP/A2A patterns).
• Deliver scalable, resilient systems with clear SLAs and strong operational rigor.
• Implement modern SDLC practices, including CI/CD, automated testing (unit/integration/E2E), and release orchestration.
• Track and improve engineering performance using key metrics (cycle time, deployment frequency, MTTR, defect escape rate).
• Oversee design and implementation across core platforms and services, including: Salesforce (Apex, LWC, Flows, MuleSoft integrations). Genesys Cloud (IVR, call flows, digital channels, APIs, event streaming). AWS ecosystem (compute, storage, APIs, eventing, and data services). DevOps / SRE / Observability (Terraform, Kubernetes/EKS, Jenkins, New Relic, OpenSearch).
• Ensure cohesive integration patterns and high-quality implementation across systems.
• Partner with call center, pharmacy, and patient services teams to align technology to evolving business processes and future capabilities.
• Collaborate with enterprise architecture and regional engineering teams to standardize patterns and drive interoperability across platforms.
• Build alignment with technology partners to ensure consistency in solution design and execution.
• Guide engineering teams and partners on design decisions that balance innovation, risk mitigation, and reliability.
• Oversee incident trends and drive systematic improvements to enhance stability and performance.
• Ensure seamless integration across Salesforce and ecosystem platforms to enable a unified, cross-functional data view.
• Enable data-driven decision-making by designing solutions that provide timely, actionable insights.
• Define end-to-end data flows supporting patient engagement, ensuring high-quality, accessible data across stakeholders.

Benefits

• medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Company’s consolidated retirement plan (pension) and savings plan (401(k)).
• Company’s long-term incentive program.
• Vacation –120 hours per calendar year
• Sick time - 40 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
• Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
• Caregiver Leave – 10 days
• Volunteer Leave – 4 days
• Military Spouse Time-Off – 80 hours

What This Job Offers

• Job Type: Full-time
• Career Level: Director