Sr. Specialist, AI CRM Engineering - Field Enablement

Position Responsibilities

• Design, build and ship AI/LLM-powered features for Vault CRM field users – such as pre-call insights, call note summarization, conversational assistants and next-best-action recommendations – using prompt engineering, retrieval-augmented generation (RAG), tool/function calling and agentic workflows.
• Build and maintain the data foundation for AI: cloud-based (AWS) batch and event-driven pipelines (Glue, Lambda, API Gateway, EventBridge) and integrations with Vault CRM (e.g., Vault REST APIs, Direct Data API) and related commercial systems that supply clean, timely and governed context to AI applications.
• Implement retrieval components – document ingestion, chunking, embeddings, vector/hybrid search and metadata filtering – and tune them for relevance and accuracy.
• Integrate foundation models through enterprise platforms (e.g., Amazon Bedrock, Anthropic, Azure OpenAI) and expose AI capabilities through secure APIs, Model Context Protocol (MCP) servers and/or native Vault CRM extensions.
• Make evaluation part of the build: create test datasets, define quality metrics (accuracy, groundedness, hallucination rate) and run automated and human-in-the-loop evaluations before and after each release.
• Monitor AI applications in production – tracing, latency, token cost and user feedback – and continuously improve prompts, retrieval and model choices based on what the data shows.
• Apply responsible AI guardrails appropriate for a regulated life sciences environment, including PII handling, content safety, access controls and commercial compliance considerations, in partnership with security, privacy and AI governance teams.
• Bring a product mindset: partner with field users, business stakeholders and product managers to understand workflows, shape use cases, build quick prototypes to validate value, and define success measures such as adoption, time saved and user satisfaction.
• Stay current with fast-evolving AI tools and practices, use AI-assisted development tools effectively, and share learnings with the broader Field Integrations team to raise AI fluency across the group.
• Participate in effort estimation, code reviews, CI/CD and production support, and maintain standard technical documentation such as design documents, deployment checklists and testing/validation records.
• 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.

Desired Experience

• Bachelor's degree in Computer Science, Information Technology, Data Science, or a related field.
• 3+ 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+ 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.
• DataBricks Experience — including participation in building, integrating, or testing using Databricks Lakehouse architecture including Databricks ETL.
• 3+ years of experience with SDLC methodologies (Agile and/or Waterfall), including participation in validated or regulated system delivery in a structured team environment.
• Demonstrated experience contributing to AI/ML or analytics integrations within enterprise applications (e.g., dashboards, predictive features, NLP tools).
• At least 1 active Technical Certification (CRM, AWS, Industry Standard AI Certifications like Anthropic, DataBricks or equivalent).
• Strong analytical and problem-solving skills, with effective written and verbal communication abilities suited to a global, collaborative work environment.
• Strong experience with Vectorization, Python, Prompt engineering, Langchain, Lang Graph, OpenAI Azure, Anthropic Claude 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.

Additionally Preferred

• Exposure to LLM frameworks for enterprise AI application development.
• Familiarity with Life Sciences CRM applications such as Veeva/Vault CRM, Veeva Vault, Veeva Align, Veeva Engage, or Salesforce Life Sciences Cloud.
• Working knowledge of Python and/or SQL for AI/ML prototyping, data manipulation, and CRM analytics tasks.
• Experience with JavaScript, Java, SDK-based development, or scripting languages for CRM customization and automation.
• Awareness of or participation in Generative AI or agentic AI projects in a regulated or life sciences environment, with understanding of validation and compliance considerations.
• Exposure to commercial pharma analytics use cases — e.g., HCP targeting, call planning, field force optimization, or market access analytics.
• Experience using CI/CD tools (e.g., GitHub Actions, Azure DevOps, Jenkins) in a development or deployment support capacity.
• Familiarity with data integration patterns — REST APIs, event-driven architectures, or ETL/ELT pipelines — for connecting CRM platforms with AI services or data sources.
• Experience with agile tools such as Jira — sprint participation, task tracking, and stakeholder updates.
• Additional Veeva CRM, Veeva Vault, Salesforce, or AI/ML certifications are a plus.
• Prior experience or internship in life sciences, pharmaceutical, or healthcare with exposure to field commercial operations, medical affairs, or market access CRM processes.
• Demonstrated ability to work collaboratively in a global, matrixed organization and deliver results in a team-oriented environment