AI Solutions Lead

Jonas Software • Oakville, ON

5d • Onsite

About The Position

The AI Solutions Lead is a group-level resource responsible for driving applied AI outcomes across the business units within Tony Quarella's group. The role splits roughly 80/20 from day one: ~80% on InnoSoft, owning the design and delivery of a customer intelligence and knowledge aggregator platform — wired first into the Support team to compress time-to-answer ahead of the back-to-school rush, then extended to Finn optimization and ARM/health-score work as the platform matures; ~20% on group-level AI enablement — running maturity assessments, building shared standards and conventions, spot-building tools for high-ROI opportunities, and facilitating workshops across the portfolio. The split is reassessed at the 6-month review as the InnoSoft project arc opens room for broader group work. This is a hands-on builder role for someone who wants deep ownership over a high-impact project — not a strategy or advisory function. The ideal candidate combines technical capability with strong business judgment and the discipline to ship working solutions over polished presentations. This is not a behind-the-desk-only build role. The expectation is hands-on enablement: pairing with team members, teaching tools, distilling learnings into shareable patterns, and helping the broader org level up.

Requirements

• Demonstrated ability to build AI-powered tools end-to-end, from data to interface
• Comfort operating with ambiguity and incomplete data — this is a greenfield build with an aggressive first-deliverable timeline
• Strong business instincts: able to translate Support, Finn, and ARM team needs into system design decisions
• Coaching disposition: comfortable pairing with, teaching, and unblocking non-technical teammates as part of the daily work
• Disciplined focus: able to resist scope creep and shiny-object distractions in favor of shipping the August 1 deliverable

Nice To Haves

• Familiarity with HubSpot, Zendesk, or similar CRM/support platforms a plus
• Experience in SaaS or B2B software environments preferred

Responsibilities

• Define Support workflows and core use cases in scoping sessions with Katherine Burke and Sue (Support team lead) before wiring data
• Stand up the base platform (e.g. Orbit or Claude); wire HubSpot, Zendesk, Jira, Slack, the codebase, and Guru/Confluence as MCP-backed data sources
• Resolve the unified customer-ID approach across systems (~400 clients) in coordination with Sneh and Andrew Wall
• Deliver V1 internal Support Co-Pilot: a rep dumps a ticket (or ticket number, or a specific question) and the tool runs discovery across the wired sources, returning an answer or next steps with citations
• Replace the current "go to Slack and ask someone else's brain" fallback pattern; reduce ad-hoc rep-driven Finn queries (which currently cost ~$1/query)
• Establish a feedback loop on signal quality and answer accuracy — humans-in-the-loop validate before any promotion to Finn
• Design and ship a promotion mechanism to Finn. Three candidate paths (decided based on dogfooding evidence and Finn's actual ingestion model): Workflow-based extract: validated Co-Pilot answers exported in a proven format and ingested by Finn; Direct integration: Finn calls into the Co-Pilot data layer at query time; Artifact-driven: Co-Pilot generates documentation/knowledge artifacts that Finn ingests through standard channels
• Drive measurable Rex/Finn resolution-rate improvement attributable to the integration
• Iterate on the underlying knowledge layer to maximize quality of Finn responses
• Extend platform to the ARM team
• Build per-client customer history layer (CRM history + ticket history + sentiment + AWS hosting cost / contract renewal dates / engagement signals — long-term + medium-term + current state)
• Compare against HubSpot's native health score (which Katherine will have had time to maximize independently); position the platform's contribution as augmentation, not replacement
• Enable team members across ARM and Support to build their own MCPs and agents; address broader workflow bottlenecks
• Run AI Maturity assessments and the AI Maturity Tool surveys across portfolio businesses as directed
• Spot-build tools for teams and individuals where high-ROI opportunities are identified (timeboxed — these stay short engagements)
• Develop and maintain AI standards, conventions, and governance guidelines for the group (interaction patterns, tone, prompt discipline, tool selection — beyond the existing Jonas policy on which tools are approved)
• Stay current on AI tooling and trends; surface relevant developments to the Group Leader and BU leadership
• Facilitate AI workshops and enablement sessions across the portfolio (e.g., ProviderSoft Summit Day 2 — June 2026)
• Pairing with team members, teaching tools, distilling learnings into shareable patterns, and helping the broader org level up.

Benefits

• We strive to provide our team with a fantastic working environment and an enriching career

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed