Sr. Specialist, AI CRM Engineering

At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it.

Position Responsibilities

• Develop and integrate AI-enabled features within the Veeva CRM/Vault CRM ecosystem — including LLM-based solutions using industry standard models like Claude accessed directly or via AWS Bedrock under the direction of the engineering manager.
• Support the implementation of AI/ML workflows and data intergations connected to CRM data pipelines, including next-best-action (NBA) model outputs, call planning tools, and sentiment analysis features for field rep workflows.
• Assist in prototyping and evaluating Generative AI capabilities (e.g., auto-generated call summaries, intelligent alerts, AI-driven field notifications) within Veeva CRM and MyInsights/X-Pages environments.
• Build and maintain AI-powered outputs for MyInsights/X-Pages and dynamic dashboards featuring embedded predictive KPIs and intelligent visual elements for field representatives and their managers.
• Participate in agentic AI experiments and pilots, contributing to the development of AI agents that automate CRM workflows, data enrichment, and intelligent routing via CRM APIs and third-party integrations.
• Consume and surface ML model outputs within CRM UI layers and downstream reporting tools, working in coordination with the Data Science and Analytics teams.
• Follow and apply AI governance and responsible AI practices defined by the team — adhering to BMS AI usage policies, data privacy standards, and validated systems requirements.
• Research and evaluate emerging AI/ML tools and frameworks, contributing findings and recommendations to the broader CRM engineering team.
• Perform hands-on CRM integrations within Veeva CRM / Vault CRM data loading, MyInsights/X-Pages and other integrations.
• Participate across the full SDLC lifecycle — design, build, testing, deployment, and issue resolution — for CRM and AI-integrated business requirements.
• Contribute to the development of reusable code components, libraries, and design patterns that support team productivity, global harmonization, and long-term scalability.
• Apply SDLC best practices, CICD pipelines, and configuration management principles under the guidance of the manager and senior technical leads.
• Participate in code reviews, release planning activities, and deployment readiness checks, incorporating an AI-first perspective.
• Identify and document configuration dependencies, risks, and change impacts related to CRM and AI-integrated workflows, flagging issues proactively to the manager.
• Support enforcement of quality standards, testing documentation, and deployment checklists to ensure solutions are robust, validated, and compliant with life sciences regulations.
• Collaborate actively with US, nearshore, and global team members — including developers, administrators, architecture leads, and IT business partners — to ensure timely and high-quality delivery.
• Support onboarding activities and knowledge sharing within the team by maintaining solution documentation, knowledge base articles, SOPs, and configuration guides.
• Assist in communicating technical progress, risks, and issues to the engineering manager with clear, concise, and timely updates.
• Participate in agile ceremonies — sprint planning, backlog grooming, daily stand-ups, and retrospectives — contributing to team velocity and continuous improvement.
• Work with cross-functional stakeholders (e.g., business partners, testing teams, vendors) to help ensure solutions are fully integrated, functionally validated, and end-to-end ready.
• Support business stakeholder demos and solution walkthroughs, helping to clearly articulate the technical capabilities and value of CRM AI features.
• Actively seek feedback and coaching from the manager and senior peers to grow technical depth in both CRM engineering and applied AI development.

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, or solution delivery.
• 2+ years of hands-on CRM experience — including configuration, customization, UIX, workflows, security models, data loading, or integrations within platforms such as Veeva CRM, Salesforce, or equivalent.
• 1.5+ years of applied AI/ML exposure — including participation in building, integrating, or testing AI/ML models, LLMs, or intelligent automation features in enterprise or academic environments.

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