Associate Director, Rewire Field Experience and Agentic AI Architect

Job description

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. Position Summary: The Associate Director, Rewire Field Experience & Agentic AI Architect owns the architecture for the core Rewire Field agentic experience — the connected pre-call, interaction, and post-call journey that brings together CRM, field intelligence, orchestration outputs, and AI agents into one coherent flow of work for field users. The objective is not to create another dashboard or layer of disconnected widgets. The objective is to enable field users to understand what matters, why it matters, what action to take next, and to complete that action directly within their flow of work. Working closely with Commercial, CASA, Data and Insights, Orchestration, CRM, Engineering, and UX, the architect will define the technical blueprint for the core agentic field experience, including how it integrates with Veeva Vault CRM and connects to adjacent capabilities such as coaching, role play, and performance tracking that are owned by partner teams. The architect will also engage Cybersecurity, Privacy, Legal, and Compliance to ensure the experience is built responsibly from the start. The role owns IT Architecture for the core agentic experience concepts: • AI Prep Agent • Field Intelligence Dashboard • AI Post-Call Agent • HCP-Facing AI Agents The role ensures clean integration — but not architectural ownership — with two adjacent capabilities owned by partner teams: • Personalized Coaching Platform • Real-Time Performance Tracker The architect will ensure the core experience and its adjacent capabilities operate as components of one connected experience rather than as independent tools Key Accountabilities: 1. Core Agentic Field Experience Architecture • Define and maintain the end-to-end IT architecture for the core Rewire Field experience: the AI Prep Agent, Field Intelligence Dashboard, AI Post-Call Agent, and HCP-Facing AI Agents, spanning experience, application, integration, intelligence, data, and security layers. • Design a connected experience that allows field users to move seamlessly from insight to understanding, recommendation, action, and feedback without repeatedly navigating between systems. • Architect the integration of the AI Prep Agent, Field Intelligence Dashboard, and AI Post-Call Agent into one continuous pre-call, interaction, and post-call experience. • Define integration patterns between Veeva Vault CRM, Databricks, data products, orchestration services, enterprise AI capabilities, and other field-facing platforms that support the core experience. • Partner with the CRM migration team to ensure new Vault capabilities, objects, workflows, and data models support the future core experience rather than simply replicating current-state processes. • Ensure the architecture supports the Rewire Field principles of a simpler, personalized, AI-enabled field experience that reduces administrative burden and strengthens customer engagement. 2. Agentic Experience and Consumer-Layer Architecture • Define the IT architecture for the consumer layer of the core experience, including contextual reasoning, summaries, agent orchestration, workflow execution, user interactions, and feedback loops. • Establish the technical patterns required to turn insights and orchestration outputs into structured, explainable, and actionable field intelligence. • Design AI briefs that summarize the customer situation, explain why an opportunity or risk matters, and make the recommended next action clear. • Enable agentic workflows that allow field users to act directly, including preparing for an interaction, completing postcall activities, responding to recommendations, capturing feedback, and accessing relevant customer information. • Define which capabilities should be delivered upstream by Always-On Insights and Orchestration and which require additional reasoning, agents, or workflow logic within the consumer layer. • Ensure upstream outputs are granular and structured enough to support agents, workflows, summaries, and interactive experiences, rather than recreating broad widget-level outputs in a new interface. 3. Integration with Coaching, Role Play, and Performance Systems • Define the integration points between the core agentic experience and the Personalized Coaching Platform and RealTime Performance Tracker, which are architected and owned by partner teams. • Ensure customer context, interaction data, and field intelligence needed by coaching and performance systems are exposed through well-defined interfaces, without taking on ownership of those platforms' internal architecture. • Partner with the owners of the coaching and performance platforms to confirm their APIs, data outputs, and auditability meet the needs of the core experience. • Escalate any conflicting architectural approaches between the core experience and these adjacent platforms to architecture governance for resolution. 4. Architecture Standards and Technical Decisions • Own architecture decisions, standards, and technical direction for the core agentic field experience, operating within the broader technology principles set by enterprise and commercial architecture governance. • Lead technical evaluations and build-versus-buy recommendations for capabilities within the core experience's scope. • Maintain architecture decision records, solution blueprints, and interface contracts for the core experience. • Ensure technical decisions support scalability, modularity, and the ability to replace individual components without redesigning the full experience. • Escalate cross-program or enterprise-wide architectural decisions that extend beyond the core experience to senior architecture leadership. 5. Security, Privacy, Compliance, and Responsible AI • Embed cybersecurity, data privacy, legal, regulatory, and responsible AI requirements into the core experience architecture from the beginning. • Define architecture controls for AI-generated content, dynamic summaries, customer information, and agent-initiated actions within the core experience. • Ensure agentic workflows include appropriate human oversight, traceability, explainability, access controls, monitoring, and auditability. • Partner with Privacy, Legal, Compliance, and Cybersecurity to define approval patterns for AI agents within the core experience. 6. Iterative Delivery, Field Co-Creation, and Value Measurement • Translate the core experience architecture into incremental releases that can be piloted, measured, improved, and scaled. • Work directly with engineering teams to convert experience concepts into buildable technical components, APIs, user stories, and delivery plans. • Use prototypes, proofs of concept, and working software to validate architecture choices before broader deployment. • Establish architecture feedback loops with field ambassadors and pilot users, and ensure that feedback informs intelligence logic, workflow design, and integration patterns, not just interface changes. • Define architecture-level success measures for the core experience, connected to field adoption, administrativ