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.

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.

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.

Education

• Not specified beyond degrees listed in Qualifications.