Software Engineering Lead – Conversational AI and Channel Delivery

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 . **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 rich in diversity. 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. At Bristol Myers Squibb, we are inspired by a single vision – transforming patients' lives through science. In oncology, hematology, immunology, and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contributes to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference. **Position Summary** This role serves as the **Software Engineering Lead** for Conversational AI within the **Commercialization Content Capabilities – HYD** team, responsible for architecting and delivering enterprise-grade Conversational AI and Generative AI solutions that support Patients, Healthcare Professionals, and Researchers. The ideal candidate combines deep technical expertise in Agentic AI, Retrieval-Augmented Generation (RAG), and LLM orchestration with a proven ability to lead cross-functional engineering teams in a regulated, compliance-driven environment. You will lead the design and delivery of low-code chatbot orchestration platforms, compliant RAG-based middleware, and high-availability microservices that power patient support programs and HCP engagement tools on a global scale. This role demands a builder's mindset – someone who can architect scalable AI infrastructure, ground LLM responses in approved medical literature, and embed intelligent, MLR-compliant capabilities across the conversational AI lifecycle. This is a unique opportunity to sit at the intersection of AI innovation, platform engineering, and regulatory compliance, shaping how BMS engages patients, healthcare professionals, and caregivers through its global conversational AI channels. Key Responsibilities **Conversational AI & Agentic Platform Leadership** - Lead technical strategy and end-to-end engineering for enterprise Conversational AI Platforms, delivering compliant AI solutions for pharmaceutical and healthcare use cases. - Architect proprietary low-code/no-code chatbot orchestrators leveraging reusable templates, reducing time-to-market for new patient and HCP-facing bots. - Engineer high availability microservices architecture supporting concurrent global sessions across multiple patient support programs, ensuring 99.9% uptime and seamless scalability. - Manage and mentor a cross-functional team of engineers and designers, establishing high-performance standards that bridge AI innovation with user experience. **RAG, LLM & Compliance Engineering** - Develop compliant Agentic middleware utilizing RAG and semantic search to ground LLM responses in approved medical literature, eliminating hallucinations in patient-facing interactions. - Design, train, and fine-tune AI/ML models for conversational use cases, including intent recognition, sentiment analysis, and semantic search over medical content. - Build intelligent escalation engines with real-time sentiment analysis to detect user friction, enabling seamless hand-off to live agents while capturing insights for continuous model optimization. - Establish MLR compliance standards, model evaluation benchmarks, and AI governance frameworks for conversational AI deployments. **Platform, API & Cloud Engineering** - Develop and maintain RESTful APIs and backend services supporting AI-powered chatbot functionality, integrating with medical databases and knowledge repositories. - Build and operationalize AI-powered workflows across cloud ecosystems, integrating with APIs from OpenAI, Azure AI, AWS Bedrock, or similar platforms. - Implement secure data handling practices ensuring HIPAA compliance and patient data privacy across all AI interactions. - Evaluate emerging AI tools and frameworks, prototype innovative solutions, and present business cases for adoption. Qualifications & Experience - Bachelor’s degree in computer science, Information Technology, or related field; 8+ years of experience in Conversational AI, Agentic AI, or Generative AI platform engineering. - Proven experience architecting RAG-based systems and semantic search solutions with demonstrated MLR or regulatory compliance out