Associate Director Customer Engagement Jobs (NOW HIRING)

As leaders in the pharmaceutical support industry, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improvingpatient outcomes and advancing healthcare.At UBC,we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation.

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Job Title:ISE90I - Associate Director, CRM Software Engineering

Brief Description:

The Associate Director, CRM Software Engineering will provide leadership in the areas of core CRM platform capabilities, software design & architecture, and software development that supports client software delivery. The Associate Director, CRM Software Engineering, is a technical leadership role that will be highly participatory and hands-on in planning, technical design, architecture, and implementation of platform capabilities across the Patient Access Service Business Group. The Associate Director, CRM Software Engineering, will work with various technology and business leaders to determine the direction and required capabilities of the CRM platform to support client delivery. To succeed in this position, you need a unique blend of CRM platform expertise, domain knowledge, and strategic leadership. This role requires the ability to bridge the gap between specific business needs and technical solutions that deliver successful client and patient outcomes.

• Develop and plan all CRM platform implementations, as it applies to all phases of the software development lifecycle.
• Leadership role in the technical design and implementation of CRM platform solutions
• Participate in all aspects of the System Development Life Cycle (SDLC)
• Works with all UBC technology units and affiliates as appropriate, in the design and implementation of technical solutions and capabilities.
• Participate in the design of UBC’s infrastructure and software development environments.
• At times, may be required to participate in the support of UBC’s infrastructure, including troubleshooting and upgrades.
• Develops and maintains a “team based” software development environment. Recommends and implements tools associated with team-based software development.
• Participates in the demonstration of technical capabilities to UBC technical, operations, and client stakeholders as needed.
• Develop and measures application development practices.
• Responsible for resource management across all platform development resources
• This is an internal technical-facing role to ensure the delivery of software solutions to meet and exceed client requirements
• Stakeholder Management: The capacity to translate complex business goals into actionable system architecture.
• Change Management: Guiding smooth user adoption and continuous improvement to ensure teams use the system.

• Software Development Managers
• Software Architects
• Software Development Engineers
• Software Development Engineers in Test

• BS degree in Computer Science, Information Systems, or related fields, or an equivalent combination of education & experience.
• Minimum of 10 years of software development oversight working in a technical environment & a minimum of 3 years of people leadership experience.
• Dynamics 365 Mastery: Deep knowledge of working with Customer Engagement (CE) modules, specifically D365 Sales, Customer Service, and Marketing.
• Integration Capabilities: Understanding of how to bridge Dynamics 365 with third-party software, legacy systems, and Microsoft Azure cloud services.
• 3 years of experience with Power Platform & Dataverse: Proficiency in building custom apps, automated workflows, and virtual agents using Power Apps, Power Automate, and Microsoft Dataverse.
• Demonstrates an innovation mindset by continuously seeking better ways to solve problems, differentiate solutions, and apply the most effective technologies.
• Must have a working knowledge of software architecture and design patterns
• 5+ years’ experience working in the Microsoft Azure Cloud.
• Must be detail-oriented and able to take a job to a successful conclusion.
• Must have excellent interpersonal, verbal, and written skills and be able to perform multiple tasks.
• Ability to effectively communicate with both technical and non-technical individuals.
• Must be flexible with work hours.
• In-depth knowledge and hands-on experience with all phases of an SDLC.
• Solid understanding of Agile software development principles.
• Extensive working knowledge of the Microsoft .NET stack, including but not limited to Microsoft Visual Studio, TFS/Azure DevOps, Visual Basic or C#, Web-Based Development Frameworks (such as WebForms, MVC, Angular, Node.js) and Web Services/API development.
• Extensive working knowledge with Relational Database Management Systems, especially Microsoft SQL Server or Oracle.

• In-depth knowledge of the software validation process in an FDA-regulated environment. Specifically, knowledge of 21 CFR Part 11, HIPAA, and E2B is beneficial
• AI & Copilot Integration: Leveraging AI-first tools and intelligent skill routing to streamline agent workflows and automate case management
• Prior knowledge in developing software and solutions in Healthcare, especially around patient access services for a Specialty Hub and Pharmacy
• A working knowledge of No-SQL and Snowflake is highly desired

At UBC, employee growth and well-being are always at the forefront. We offer an extensive range of benefits to ensure that you have everything you need to thrive personally and professionally. Here are some of the exciting perks UBC offers:

• Remote opportunities
• Growth opportunities for promotion
• 401K with company match
• Tuition reimbursement (after 90 days of employment)
• Flexible work environment
• Discretionary PTO (Paid Time Off)
• Paid Holidays
• Employee assistance programs
• Medical, Dental, and vision coverage
• HSA/FSA
• Wellness program
• Adoption assistance
• Short-term disability (after 90 days of employment)
• Long-term disability
• Life insurance

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, or basis of disability or any other federal, state, or local protected class. We are committed to a diverse, equitable, and inclusive culture that fosters respect for each other, our clients, and our patients.