Principal Conversational AI Lead

Location: City of London, United Kingdom

Company

hirify.global operates in financial services, using AI, automation, and channel transformation to improve client servicing while controlling delivery costs.

What you will do

• Set the technical direction for conversational AI across client servicing, defining what to build, buy, automate, or leave manual.
• Lead the API integration roadmap for account, position, transaction, fee, and funding data, including secure read paths, outcome write-back, audit information, latency, freshness, and stale-data behavior.
• Own architecture, access design, and automated-decision governance with Information Security and Data Protection.
• Establish thresholds, accuracy evidence, change approvals, and audit-ready controls for automated decisions.
• Expand automation across voice, back office, and outbound channels while securing engineering capacity across decentralized roadmaps.
• Manage the strategic platform partner, transition capabilities into live ownership, and defend programme economics to Finance.

Requirements

• Experience combining engineering architecture ownership with product decision-making and communication at design-review and board-paper level.
• Delivered API or platform integrations in regulated financial services environments with significant access-control, data-protection, and auditability requirements.
• Practical production experience with LLM-based agent systems, including tool use, retrieval, evaluation, guardrails, latency, and inaccurate-answer risks.
• Experience selecting and managing strategic technology partners and influencing roadmaps in matrixed or decentralized organizations.
• Understanding of Consumer Duty, vulnerable-client needs, and regulatory requirements for automated decision-making.
• People leadership experience or clear readiness to lead people.

Nice to have

• Contact centre or client-servicing transformation experience.
• Trading, brokerage, or leveraged-product experience.
• Experience delivering enterprise AI deployments from the vendor side.

Culture & Benefits

• Work on account-aware AI automation for complex, regulated financial-services use cases.
• Build a new function beginning with a Conversational AI Manager responsible for live performance and day-to-day platform-partner management.
• Own a programme measured through client resolution outcomes, delivery governance, and Finance-approved economics.