Manager, AI CRM Engineering - Field Enablement

About this role

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 .

Responsibilities • Engineer and lead AI-enabled CRM solutions  — including innovative LLM-based solutions, predictive analytics, intelligent content surfacing, and generative AI features embedded within Veeva CRM, MyInsights/X-Pages, and Vault environments using various models and BMS datasets. • Design and implement AI/ML workflows  integrated with CRM data pipelines, call planning optimization, sentiment analysis, and rep coaching tools powered by structured and unstructured CRM data. • Evaluate, prototype, and scale Generative AI capabilities  within the CRM ecosystem for use cases such as auto-generated call summaries, intelligent alerts, and AI-driven field insights. • Lead the development of AI-powered MyInsights/X-Pages  and dynamic dashboards with embedded predictive KPIs and intelligent visual storytelling for field reps and managers. • Drive agentic AI experiments and pilots  that automate CRM workflows, data enrichment, and intelligent routing using AI agents integrated with CRM APIs and third-party data sources. • Partner with Data Science and Analytics teams  to consume, operationalize, and expose ML model outputs within CRM UI layers and downstream reporting tools. • Establish and champion AI governance and responsible AI practices  within the CRM engineering space — ensuring compliance with BMS AI usage policies, data privacy regulations, and validated systems standards. • Continuously evaluate emerging AI/ML tools, frameworks, and vendors  for best-fit within the BMS CRM ecosystem. • Provide  hands-on technical leadership  across Veeva CRM / Vault CRM data loading, MyInsights/X-Pages and other integrations. • Lead  architecture, design, build, testing, deployment, and issue resolution  for complex CRM and AI-integrated business requirements. • Build and promote  reusable, AI-augmented code libraries, design patterns, and frameworks  to support global harmonization, scalability, and future extensibility. • Enforce  SDLC best practices, architecture standards, and configuration management principles  — including CI/CD pipelines, validated systems compliance, and regulated environment protocols specific to life sciences. • Lead  code reviews, release planning, and deployment readiness  assessments with an AI-first lens, ensuring all solutions are robust, scalable, and compliant. • Identify  configuration interdependencies, risks, and change impacts  across CRM domains and AI-integrated workflows. • Serve as the  primary engineering point of contact  for CRM AI initiatives, collaborating across US, nearshore, and global delivery teams, including IT Architecture Leads, Capability Leads, IT Business Partners, and Enterprise Architecture platform teams. • Lead and mentor CRM developers and administrators  across global delivery locations — onboarding new team members, accelerating productivity, and building AI competency within the team. • Clearly  communicate risks, issues, and timeline impacts  to both technical and non-technical audiences, with practical mitigation and contingency plans. • Evaluate business drivers and identify  process improvement opportunities , recommending AI-enhanced best practices to streamline and harmonize CRM processes globally.

Requirements

Required: • Bachelor's degree  in Computer Science, Information Technology, Data Science, or a related field. • 5+ years  of overall IT experience in software development, administration, and solution delivery. • 5+ years of hands-on any CRM  experience, including configuration, customization, UIX, controllers, workflows, security models, MyInsights/X-Pages, data loading, and integrations. • 5+ years of hands-on SQL using relational Databases like Oracle, PostgreSQL. • 2+ years of applied AI/ML development experience  — including building, deploying, or integrating AI/ML models, LLMs, or intelligent automation solutions in enterprise environments. • 4+ years  of experience with SDLC methodologies (Agile/Waterfall), validated and regulated systems in life sciences, and cloud-native application development. • Demonstrated experience integrating  AI/ML outputs into CRM or enterprise applications  (e.g., Agentic Solutions). • 1 + years of DataBricks — including participation in building, integrating, or testing using Databricks Lakehouse architecture including Databricks ETL. • 2+ Years of Strong experience with Vectorization, Python, Prompt engineering, Langchain, Lang Graph, OpenAI Azure, Anthropic models and GCP model • Strong experience with AWS, AWS API Gateway, AWS CI CD • Strong analytical, problem-solving, written, and verbal communication skills with experience presenting to executive and cross-functional audiences. • 3+ Years of experience on extract transform and load (ETL) tools like Informatica • Strong experience in AWS based solutions using AWS API Gateway, AWS Glue, AWS API, Elastic Load balancer • Experience in consuming/processing real time events from salesforce.com like platform events to build real time solutions.

Additionally Preferred: • Hands-on experience with  LLM frameworks  for enterpris

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