IT Lead – Customer Experience Engineering

Johnson & Johnson•Raritan, NJ

5d•Onsite

About The Position

This role will lead Global Customer Experience (CX) Engineering capabilities in a highly regulated healthcare environment. This role has end‑to‑end accountability for technology strategy, architecture, engineering delivery, and operations across Touchless order automation and Microservices. The role partners closely with business and technology leaders across Supply Chain, Commercial, and IT to deliver secure, scalable, and integrated digital solutions that improve customer experience, operational efficiency, and business outcomes.

Requirements

Bachelor’s degree in computer science, Engineering, Information Systems, or related STEM field .
6+ years of IT experience , including 2-3 years in CX, Supply Chain management, Microservices, Integration patterns.
Hands‑on experience with EDI (IBM sterling, OpenText).
Strong expertise in modern integration and cloud architectures (APIs, event‑driven systems, middleware, SAP BTP-IS).
Practical experience delivering Agentic AI solutions.
Excellent communication and senior stakeholder engagement skills.
Demonstrable experience shaping or leading an integration area, platform, or significant solution at a strategic level.

Nice To Haves

Hands-on experience enabling and onboarding EDI trading partners.
Experience in healthcare or regulated life sciences .
Experience with Microservices with AWS tech stack and EDI standards.
Experience with cloud-native tech stacks (AWS preferred) and practical experience building services in Node.js (or equivalent).
Understanding for SAP BTP-IS integration suite.

Responsibilities

Translate business priorities into clear technical roadmaps, outcomes, and delivery plans aligned with enterprise strategy.
Partner with Product and Business Technology leaders to prioritize investments that maximize customer and business value within Supply chain.
Drive and lead scalable EDI solution partnering with different Partners to support all Business needs across regions and internal integration needs.
Define and govern end‑to‑end architecture , leveraging API‑first, event‑driven, and microservices‑based patterns.
Provide hands‑on technical leadership through architecture reviews, design sessions, POCs, and complex issue resolution , as needed.
Derive and lead Innovation with agentic AI platforms or architecting AI-assisted automation or orchestration for integrations.
Own vendor performance, contracts, SLAs, financials, & statements of work for Dev Ops Vendors
Align internal roadmaps with vendor roadmaps to maximize value and reduce risk.
Lead budgeting, financial planning, and cost optimization for CX technology services.
Ensure CX platforms meet healthcare regulatory and compliance requirements (GxP, SOX, HIPAA, Privacy, GDPR).
Partner with security and compliance teams to implement controls, audits, and risk mitigation.
Balance speed, innovation, and risk in a regulated enterprise environment.
Partners across Supply Chain, Commercial, and IT to deliver value iteratively.
Own CX and operational KPIs , including touchless order rate, order accuracy, time to resolution, CSAT/NPS, and platform reliability.
Use data and insights to drive measurable outcomes and continuous improvement .

Benefits

Consolidated retirement plan (pension)
Savings plan (401(k))
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year (may vary by state)
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 period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year