Head of AI & Implementation for BPO

AI Strategy - Customer Operations - Solution Architecture - Hands-on Development

PEXLY - Remote 100%

PEXLY provides multilingual customer support services worldwide, combining human agents with conversational AI.

We are looking for a hands-on AI leader who combines strong operational understanding, technical expertise and a forward-looking vision of conversational AI.

You will lead the development and implementation of AI solutions across our clients' customer support operations. You will work directly with clients, design complete AI-powered workflows, guide developers and personally build or configure solutions when needed.

This is not a purely strategic, managerial or developer role. It combines all three.

Key Responsibilities

• AI Vision & Innovation: Stay ahead of developments in conversational AI, agentic workflows, voice AI, AI development tools and automation platforms. Identify practical opportunities and select the best solutions.
• Operational Analysis: Understand clients' customer support operations, identify automation opportunities and redesign processes around AI and human collaboration.
• Solution Architecture: Design end-to-end AI solutions, including workflows, system architecture, integrations, decision logic, knowledge bases, escalation paths and human handovers. Create clear technical schematics and implementation plans.
• Development & Technical Leadership: Lead and work alongside AI developers, personally build prototypes and integrations, make technical decisions and ensure solutions progress from concept to production.
• Client Engagement: Conduct discovery sessions, explain AI opportunities, demonstrate solutions and translate business requirements into realistic technical implementations.
• Implementation & Optimization: Deploy AI agents across chat, email, voice and social channels, integrate them with client systems and continuously improve quality, automation rates, CSAT and cost efficiency.

What We're Looking For

• Proven experience implementing conversational AI, AI agents or intelligent automation in real business operations.
• Strong understanding of customer service operations, CX, contact centers, BPO or comparable operational environments.
• Ability to design complex AI workflows and solution architectures, and communicate them visually and clearly.
• Hands-on technical capabilities with LLMs, AI agents, APIs, integrations and AI-assisted development tools.
• Experience leading technical implementations and working with developers.
• Strong client-facing communication skills, business judgment and ownership.
• Curiosity and the ability to continuously evaluate emerging AI technologies and translate them into practical business solutions.
• Experience with platforms such as Zendesk, Intercom, Salesforce, HubSpot, n8n, Make, Claude Code, OpenAI Codex and voice AI technologies as 11labs, Telnyx is a must.

The Ideal Candidate

You are equally comfortable discussing a customer's operational challenges, drawing the architecture of an AI solution, directing a developer and personally building part of the solution.

You think beyond individual bots and automations. You understand how AI changes customer support operations end to end, and you can turn that understanding into working solutions.

Success means production-ready AI deployments that deliver measurable improvements in customer experience, efficiency, scalability and cost.