Associate Director, CRM Solution Architect - AI Enablement

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

Position Summary:

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.

Key Accountabilities:

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 & Col