Customer Engagement Platforms Architect

Role Summary

The Customer Engagement Platform Architect serves as the strategic and technical lead for designing, optimizing, and scaling Vertex’s customer engagement platforms across marketing, field CRM, and digital channels. The role shapes future-state architecture to enable seamless, compliant, and personalized engagement with healthcare professionals, patients, and caregivers, with emphasis on enterprise integration, data-driven engagement, and governance to ensure scalability and business value.

Responsibilities

• Define and maintain the enterprise architecture for customer engagement platforms (e.g., Salesforce Marketing Cloud, Veeva CRM, Tealium CDP, DAM, WCM).
• Translate business objectives into scalable, secure, and compliant technology solutions that support omnichannel engagement.
• Create architectural roadmaps and blueprints for platform evolution, integrations, and enhancements.
• Design and oversee integrations between CRM, Marketing Automation, CDP, DAM, and analytics platforms to enable a unified customer experience.
• Partner with data engineering teams to ensure clean, compliant, and accessible data pipelines for personalization and segmentation.
• Define technical standards for API usage, middleware, and data orchestration.
• Ensure all platform solutions meet regulatory requirements (e.g., OPDP, HIPAA, GDPR) and internal governance standards.
• Establish technical guardrails and architectural governance models to balance innovation with compliance.
• Partner with InfoSec and Legal to manage risk across third-party vendors and integrations.
• Lead technical solutioning for new features, platform upgrades, and digital engagement initiatives across Customer Engagement Platforms
• Engages on Architectural Review Boards to provide Customer Engagement Platforms input
• Collaborate with cross-functional teams (Marketing, Medical Affairs, IT, Market Access) to design solutions that meet business needs while adhering to architectural best practices.
• Provide hands-on guidance to delivery teams, vendors, and developers to ensure architectural integrity.
• Stay ahead of industry trends in digital engagement, AI, and data-driven personalization.
• Evaluate emerging technologies such as digital twins, AI-driven optimization, and intelligent automation for potential adoption.
• Champion continuous improvement by assessing performance, cost efficiency, and scalability of current platforms.

Skills

• Strategic thinker with an enterprise-wide perspective.
• Strong technical leadership and solution design skills.
• Ability to balance innovation with compliance and governance.
• Results-oriented with a continuous improvement mindset.
• Skilled in influencing stakeholders across IT, business, and executive leadership.
• Strong understanding of sales and marketing technology platforms and their integration with other business systems
• Strong project management skills with the ability to manage multiple projects simultaneously
• Knowledge of AI capabilities and their application in sales and marketing technologies.
• Strong understanding of global privacy and consent regulations such as GDPR, CCPA and ePrivacy
• Ability to clearly articulate requirements, identify gaps, mitigate issues, and reach consensus
• Excellent communication skills, including the ability to effectively translate complex technical requirements for business stakeholders
• Ability to stay abreast of industry and technology trends
• Ability to work in a fast-paced environment with the ability to adapt and change to business priorities
• Problem-solving mindset and a proactive approach to challenges

Education

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (Master’s preferred).
• 8+ years of experience in enterprise architecture, digital engagement platforms, or marketing technology solutions.
• Deep expertise in Salesforce Marketing Cloud, Veeva CRM, CDP (e.g., Tealium, Adobe, or equivalent), DAM, and analytics platforms.
• Strong understanding of pharma/life sciences compliance requirements (OPDP, HIPAA, GDPR, 21 CFR Part 11).
• Proven experience designing and integrating large-scale enterprise platforms across data, CRM, and content ecosystems.
• Excellent communication skills with the ability to translate technical concepts into business value narratives.
• Strong vendor management and cross-functional collaboration experience.
• Strong problem-solving skills and the ability to work in fast-paced environments
• Life Science or Pharmaceutical Industry experience preferred