Associate Director, CRM Solution Architect - AI Enablement

Bristol Myers Squibb-posted about 2 months ago

Full-time • Mid Level

Princeton, NJ

5,001-10,000 employees

Chemical Manufacturing

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The CRM Solution Architect - AI Enablement is a senior technology leader responsible for designing, delivering, and evolving AI-driven CRM and commercial architectures that transform field engagement and customer experience. This role leads the integration of artificial intelligence, machine learning, and advanced analytics into the Veeva Vault CRM/Vault Suite ecosystem to enable smarter customer interactions, real-time insights, and data-driven decision-making for commercial and field teams. Working across business and IT, the architect ensures that AI capabilities enhance every aspect of the commercial technology landscape - from omnichannel orchestration and call planning to customer personalization and sales effectiveness. By combining deep technical expertise, industry knowledge, and visionary thinking, the CRM Solution Architect drives innovation that directly improves field productivity, optimizes HCP engagement, and increases overall customer impact.

AI-Enabled CRM Architecture & Design:
Leads the definition and evolution of the AI-enabled CRM architecture, integrating Veeva Vault CRM/Vault Suite with advanced data, analytics, and AI services to transform the field experience.
Designs solutions that leverage AI for next-best-action recommendations, call planning optimization, sentiment and engagement analysis, and predictive insights.
Embeds AI and automation into CRM workflows to simplify tasks, reduce administrative burden, and allow field teams to focus on high-value customer interactions.
Works with data science teams to operationalize AI/ML models within CRM, ensuring models deliver actionable insights to sales, medical, and marketing users.
Defines and implements integration patterns that connect CRM with analytics platforms, data warehouses, and customer data hubs to deliver seamless, real-time insights.
Establishes architectural blueprints and governance frameworks that ensure scalable, secure, and compliant deployment of AI-enabled CRM solutions across markets.
Enhancing Field Experience & Customer Impact:
Champions the use of AI to improve HCP engagement through personalization, dynamic content delivery, and intelligent call or email sequencing.
Collaborates with commercial leaders to translate business goals into AI-driven CRM capabilities that enhance sales effectiveness and customer satisfaction.
Partners with business stakeholders to reimagine field team workflows through automation, guided selling, and embedded intelligence within CRM interfaces.
Defines success metrics for AI adoption in the field, ensuring measurable improvements in engagement quality, reach, and impact.
Supports change management, training, and adoption programs to help field users embrace AI assisted tools and insights.
Strategy, Governance & Innovation:
Defines and maintains the commercial technology and AI roadmap for CRM, aligning with enterprise digital and data strategies.
Advises business and IT leaders on emerging AI technologies and their potential to transform field engagement models.
Promotes standardization, reusability, and best practices across AI-enabled CRM deployments.
Mentors junior architects and contributes to building organizational capability in AI-driven commercial technology.
Represents the organization in external forums, technology councils, and vendor partnerships (e.g., Veeva, Salesforce, AI/ML solution providers).
Stakeholder Engagement & Collaboration:
Serves as a trusted advisor to senior commercial and technology leaders, articulating how AI and CRM architecture jointly drive business outcomes.
Partners cross-functionally with sales, marketing, medical, data science, and analytics teams to ensure alignment between AI initiatives and business priorities.
Communicates complex AI and architecture concepts clearly to both technical and non-technical audiences.

Bachelor's or Master's degree in Computer Science, Information Systems, Engineering, or related field.
Minimum 8 years of experience in solution architecture, CRM systems, or commercial IT within Life Sciences or related industries.
Deep expertise in Veeva Vault CRM/Vault Suite and the Salesforce platforms, including configuration, customization, and data model design.
Proven experience in AI/ML integration within enterprise CRM systems, including recommendation engines, predictive analytics, NLP, and automation.
Strong understanding of commercial operations (sales effectiveness, multichannel engagement, HCP segmentation, and targeting).
Demonstrated ability to translate business strategy into AI-enabled technical solutions that drive measurable customer and field outcomes.
Strong background in systems integration (APIs, data pipelines, MDM, middleware), data governance, and security.
Excellent leadership, communication, and stakeholder management skills.

Experience working directly with or for pharmaceutical, biotech, or medical device companies.
Prior consulting or architecture leadership experience in Life Sciences.
Expertise in Veeva Commercial Cloud modules (Vault PromoMats, MedComms, Align, Network).
Familiarity with cloud and AI platforms (AWS, Azure, GCP, Databricks, OpenAI, or similar).
Knowledge of MLOps, data pipelines, and model deployment practices.
Certifications: Veeva (CRM/Vault), Salesforce Architect, TOGAF, or relevant AI/ML/cloud certifications.
Understanding of GxP, regulatory compliance, and ethical AI principles.

Medical, pharmacy, dental and vision care.
Wellbeing support such as the BMS Living Life Better program and employee assistance programs (EAP).
Financial well-being resources and a 401(K).
Financial protection benefits such as short- and long-term disability, life insurance, supplemental health insurance, business travel protection and survivor support.
Work-life programs include paid national holidays and optional holidays, Global Shutdown Days between Christmas and New Year's holiday, up to 120 hours of paid vacation, up to two (2) paid days to volunteer, sick time off, and summer hours flexibility.
Parental, caregiver, bereavement, and military leave.
Family care services such as adoption and surrogacy reimbursement, fertility/infertility benefits, support for traveling mothers, and child, elder and pet care resources.
Other perks like tuition reimbursement and a recognition program.

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