Director, CX Business Systems (AI)

Location: Chicago, United States

Salary: $184,000–$234,000 per year; expected OTE of $217,000–$275,000 per year, including bonus or commission.

Company

hirify.global is a SaaS customer engagement platform that helps brands deliver personalized, cross-channel customer experiences using data, automation, and AI.

What you will do

• Lead and develop the CX Business Systems Analyst and Technical Program Manager teams.
• Define and execute the technology strategy, roadmap, governance, budgets, and resource plans for post-sales and CX systems.
• Translate CX executive priorities into scalable technology initiatives, delivery plans, acceptance criteria, UAT protocols, and documentation.
• Lead AI adoption across CX workflows, including case routing, health scoring, lifecycle triggers, agentic workflows, and automated analysis.
• Oversee vendor selection, platform rollouts, vendor relationships, escalations, and technology investments.
• Partner with CX Operations, Data Analytics, Growth Engineering, and Business Systems Delivery teams on integrations, data models, reporting infrastructure, and platform enhancements.

Requirements

• Bachelor’s degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field.
• 15+ years of Business Systems experience, including at least 5 years leading or managing CX systems.
• Experience leading CX technology strategy and large-scale technology initiatives, with strong project and program management expertise.
• Hands-on experience with Salesforce Service Cloud, Customer Experience Cloud, and other CX platforms such as Gainsight, Certinia, RocketLane, SupportLogic, or SearchUnify.
• Experience evaluating and deploying AI solutions in CX or GTM contexts, including AI-native SaaS tools, workflow automation, and data-driven decision systems.
• Strong stakeholder management, business acumen, agile delivery, cross-functional leadership, and understanding of end-to-end post-sales CX processes in a SaaS business.

Nice to have

• Certifications in Salesforce, Gainsight, Certinia, or other core CX platforms.
• Experience with integrations, API management, data warehousing, business intelligence, and reporting tools.
• Understanding of GDPR, CCPA, and other data privacy regulations as they relate to CX and GTM data.
• An MBA.

Culture & Benefits

• Hybrid ways of working and a curated in-office employee experience.
• Equity eligibility, retirement and employee stock purchase plans, and flexible paid time off.
• Medical, dental, vision, life, disability, fertility, and equal paid parental leave benefits.
• Professional development through career pathing, learning platforms, and an annual learning stipend.
• Employee Resource Groups, volunteer opportunities, donation matching, and a collaborative workplace.

Hiring process

• AI-assisted tools may analyze application materials and support interview scheduling, recording, and note summarization.
• Recruiting teams remain responsible for hiring decisions; candidates may have rights to request information, opt out, or request manual review depending on location.