Associate Director, CRM Solution Architect - AI Enablement

Role 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.

Responsibilities

• 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.

Responsibilities (continued)

• 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.

Qualifications

• 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.

Skills

• AI/ML integration in CRM
• Veeva Vault CRM/Vault Suite & Salesforce
• Data integration & governance
• Architectural governance & security
• Stakeholder management

Education

• As listed in Qualifications