Director of Solution Engineering, Patient Experience

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:

Software Engineering – Integration

Job Category:

People Leader

All Job Posting Locations:

Titusville, New Jersey, United States of America

Job Description:

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.

 

Responsibilities:

Engineering Strategy & Architecture

• 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).

Engineering Delivery & Operational Excellence

• 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).

Platform Engineering & Technical Oversight

• 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.

Cross-Functional & Enterprise Alignment

• 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.

Platform Stability & Lifecycle Management

• 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.

Data & Insights Enablement

• 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.

 

Qualifications

 Required

Education & Experience

• 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.

Leadership & Delivery

• 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.

Platform & Technical Expertise

• 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.

Core Capabilities

• 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.

Preferred

• 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).

#JNJTECH

#LI-Hybrid

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.

Required Skills:

 

 

Preferred Skills:

Analytical Reasoning, Continuous Integration and Continuous Deployment (CI/CD) Pipeline, Developing Others, Human-Computer Interaction (HCI), Inclusive Leadership, Information Technology (IT) Infrastructure, Information Technology Strategies, Innovation, Leadership, Operations Management, Process Improvements, Program Management, Software Development Management, System Integration, Systems Analysis, Transparency Reporting, Workflow Automation

 

 

The anticipated base pay range for this position is :

The anticipated base pay range for this position is: $150,000- $258,750

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. 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)). This position is eligible to participate in the Company’s long-term incentive program. 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 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 Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits