Director of AI Solutions (Job 3020373)

Summary:

We are looking for a relentless execution leader to own the deployment of our enterprise AI ecosystem. As the Director of AI Solutions, you will be responsible for implementation and delivery solutions and taking high-level business objectives and turning them into functioning, integrated, value-generating reality.

Your immediate and primary directive is the successful rollout of the Google Customer Engagement Suite (CES). You will orchestrate the complex integration of this AI layer into our telephony platforms and Salesforce, delivering a “single pane of glass” experience for our agents. You will serve as the operational backbone of our AI strategy, managing the friction between aggressive timelines, vendor capabilities, and technical constraints to ensure on-time, high-quality delivery.

Duties and Responsibilities:

1. Delivery Management & Execution Strategy

• Own the Roadmap: Translate high-level business goals into a detailed, execution-ready delivery roadmap. Define milestones, dependencies, and critical paths for the Google CES deployment.
• Orchestrate the Build: Lead the end-to-end implementation lifecycle—from requirements gathering and solution design to UAT and final go-live.
• Ensure Adoption: Move beyond “technical installation” to ensure the product is actually usable. Oversee the pilot phases to validate the “Agent Experience” and ensure the solution meets the Single Pane of Glass promise.

2. Vendor & Partner Governance

• Command the Relationship: Act as the primary owner for relationships with AI platform vendors (Google Cloud) and System Integration (SI) partners.
• Drive Accountability: rigorous management of vendor performance. Ensure partners are resourced correctly, hitting their sprints, and delivering code/configurations that meet our quality standards.
• Budget & Resourcing: Manage the implementation budget and identify internal resource gaps (IT, Data, Ops) early to prevent bottlenecks.

3. Stakeholder Confidence & Alignment

• Bridge the Gap: Translate technical status updates into clear business language for stakeholders and sponsors. Provide transparency on risks, blockers, and wins.
• Manage Ambiguity: Take vague business requirements and work with stakeholders to crystallize them into actionable technical scope.
• Cross-Functional Leadership: Lead indirectly across IT, Security, Operations, and Training teams to ensure organizational readiness for the new AI tools.

4. Ecosystem Integration & Expansion

• Technical Oversight: Ensure the “plumbing” works. Oversee the integration strategy between the AI Engine, the Telephony Provider, and the CRM (Salesforce).
• Future Readiness: While focused on the Contact Center today, establish the delivery framework (Agile/Scrum methodologies) that will be used to implement future AI projects across the enterprise (POCs, new tools, etc.).

Qualifications:

• Experience: 8+ years in Technical Program Management, Software Delivery, or Product Implementation.
• Core Competency: Proven track record of delivering complex, multi-vendor technology projects on time (specifically in the AI, CRM, or Contact Center space).
• Tech Stack:
  • Strong working knowledge of Google CCAI / CES.
  • Experience managing complex integrations with Salesforce and Telephony platforms.
• The “Shipper” Mindset: You value done over perfect. You are obsessed with momentum and unblocking teams.
• Vendor Management: Experience negotiating SOWs and managing large-scale System Integrators.
• Leadership: Ability to lead through influence. You can walk into a room of conflicting opinions and walk out with a decision.

Education:

• Bachelor’s degree required. PMP, Scrum Master, or Prince2 certifications are highly valued.