Head of Agentic AI & Automation

CXAi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting and Technology solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands, and design customized solutions to complex customer challenges.

Job Description

We are seeking a forward-thinking leader to drive enterprise-wide automation through Agentic AI systems, leveraging advanced Large Language Models (LLMs), Machine Learning (ML), and platforms such as Claude.

This role will be responsible for designing, implementing, and scaling AI-driven solutions across all departments—transforming how work gets done through intelligent automation, augmentation, and decisioning.

This role sits at the core of our transformation – bringing together LLMs, ML and Agentic AI to redefine how work is done. You will enable a future where AI augments human capability, strengthens customer relationships and drives scalable growth.

The ideal candidate brings a strong combination of hands-on technical expertise in LLMs/ML, and the ability to translate AI capabilities into real business outcomes across CX, operations, and back-office functions.

Key Responsibilities

• Define and execute the enterprise AI strategy, driving adoption of Agentic AI, LLMs, and ML aligned to business KPIs
• Identify and implement high-impact use cases across predictive analytics, generative AI, and intelligent automation
• Design, build, and deploy AI agents and workflows with capabilities like multi-step reasoning, tool integration, and decision-making
• Lead hands-on development using LLMs (e.g., Claude), orchestration frameworks, and ML models
• Drive enterprise-wide adoption of LLMs across Customer Support, Finance, HR, and Operations, including training and enablement
• Develop reusable assets such as prompt libraries, templates, and AI playbooks
• Integrate AI solutions with CRM, CX platforms, and data/BI systems to enable end-to-end automation
• Establish governance frameworks for responsible AI, including accuracy, bias mitigation, and compliance
• Monitor performance and continuously optimize AI solutions to improve efficiency, cost, and productivity
• Evaluate AI technologies and lead the transition to AI-first architecture
• Build and lead AI/ML teams while upskilling the broader organization

Required Qualifications

• 2–12+ years of experience in AI, Machine Learning, or Automation
• Proven experience deploying LLMs in production and building ML models for business use cases
• Experience with Agentic AI or autonomous workflow automation
• Hands-on expertise with LLMs (e.g., Claude), prompt engineering, and API integration
• Experience with LLM orchestration frameworks and Python-based ML ecosystems
• Strong understanding of NLP, generative AI, and predictive modeling
• Experience in BPO, CX, or operations-driven environments preferred

Preferred Qualifications

• Experience building AI copilots or internal AI platforms
• Familiarity with Azure AI / Microsoft ecosystem (Fabric, Power BI, Dynamics)
• Experience in speech analytics, sentiment analysis, or behavioral modeling
• Understanding of data engineering and data pipelines