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 & 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.

Qualifications & Experience :

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.

Preferred Experience :

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.

If you come across a role that intrigues you but doesn't perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Compensation Overview :

Princeton - NJ - US : $169,150 - $204,970

The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee's work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit

Benefit offerings are subject to the terms and conditions of the applicable plans then in effect and may include the following : 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.

Uniquely Interesting Work, Life-changing Careers

With a single vision as inspiring as Transforming patients' lives through science™ , every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role :

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations / adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation / adjustment prior to accepting a job offer. If you require reasonable accommodations / adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com . Visit careers.bms.com / () eeo-accessibility to access our complete Equal Employment Opportunity statement.

BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information :

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

Company : Bristol-Myers Squibb

Req Number : R1596354

Updated : 2025-11-10 02 : 02 : 47.410 UTC

Location : Princeton-NJ

Bristol Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.