Customer engagement architect

Job Description

General Summary:

The Customer Engagement Platform Architect will serve as the strategic and technical lead responsible for designing, optimizing, and scaling Vertex’s customer engagement platforms across marketing, field CRM, and digital channels. This individual will play a critical role in shaping the future-state architecture that enables seamless, compliant, and personalized engagement with healthcare professionals (HCPs), patients, and caregivers. The role requires deep expertise in enterprise platform integration, data-driven engagement, and governance, with a focus on ensuring scalability, compliance, and business value.

Key Duties And Responsibilities

Platform Architecture & Strategy

• 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.
  
  

Integration & Data Enablement

• 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.
  
  

Governance & Compliance

• 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.
  
  

Solution Design & Delivery

• 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.
  
  

Innovation & Continuous Improvement

• 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.
  
  

Knowledge And 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 And Experience

• 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
  
  

Pay Range

$188,800 - $283,100

Disclosure Statement

The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.

At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.

Flex Designation

Hybrid-Eligible Or On-Site Eligible

Flex Eligibility Status

In this Hybrid-Eligible role, you can choose to be designated as:

• Hybrid: work remotely up to two days per week; or select
• On-Site: work five days per week on-site with ad hoc flexibility.
  
  

Note: The Flex status for this position is subject to Vertex’s Policy on Flex @ Vertex Program and may be changed at any time.

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at [email protected]