Director, Business Systems – Service Platform & Automation (AI)

Location: Barcelona, Spain; Sofia, Bulgaria; or Santander, Spain

Company

hirify.global operates mission-critical customer, back-office, and support systems and is modernizing service platforms through automation and AI.

What you will do

• Own the full lifecycle and strategy for Zendesk, Gainsight, Formscape, custom applications, AI bots, automation solutions, and legacy systems.
• Lead system enhancements, integrations, custom development, platform modernization, and workflow improvements.
• Define and operationalize AI use cases including agent assist, intelligent knowledge surfacing, conversational bots, deflection, decision automation, and insight generation.
• Ensure platform health, availability, reliability, observability, incident management, and clear operational ownership.
• Partner with Support, Sales, Operations, Security, Legal, and Enterprise Architecture stakeholders to connect technology investments with measurable KPIs.
• Lead the platform, delivery, engineering, AI enablement, and operations organization while managing vendors and investment budgets.

Requirements

• 10+ years of experience leading enterprise business systems across delivery, support, and modernization.
• Experience implementing and scaling AI-enabled solutions in service, support, or operational environments.
• Strong experience with SaaS platforms such as Zendesk, custom development, and systems integration.
• Ability to link technology and AI investments to business KPIs and measurable outcomes.
• Strong executive communication, stakeholder management, vendor leadership, and team leadership skills.
• Ability to establish secure, scalable, ethical, and operationally sustainable platform and AI governance.

Culture & Benefits

• Outcome-oriented execution focused on MTTR, CSAT, deflection, cost-to-serve, and other measurable KPIs.
• Culture of ownership, experimentation, continuous improvement, and platform reliability.
• Opportunity to build AI literacy and modern technical capabilities across the organization.
• Responsibility for vendor innovation, delivery quality, realized outcomes, and platform investment ROI.