VP, AI Platforms & Product Innovation

TDS Global Solutions

7h•Remote

About The Position

Our Client is building the next generation of AI-powered customer experience technology — combining intelligent automation, AI orchestration, and human-in-the-loop service delivery into a unified ecosystem. This is not a traditional enterprise product role. They are looking for a highly technical, entrepreneurial VP, AI Platforms & Product Innovation to help lead and scale two interconnected AI platforms designed to transform how businesses deploy and manage customer engagement operations. The organization is currently operating within a high-growth CX/BPO environment and is prepared for exponential growth with this new product! This is a hands-on leadership role for someone who can operate strategically while also diving deep into architecture, AI infrastructure, product execution, and technical decision-making. The ideal candidate understands both the promise and limitations of AI and can build scalable, commercially viable products in a fast-moving environment. The ideal candidate for this role will own the evolution of: A self-service AI agent platform that enables businesses to build and manage their own AI-powered CX workflows. An AI-driven operational intelligence platform that centralizes business insights through natural language interaction.

Requirements

Deep expertise in AI/ML platforms, architecture, and applied automation
Strong understanding of CCaaS, contact center technologies, and CX operations
Experience building or scaling AI-driven SaaS platforms
Hands-on technical leadership experience in high-growth or startup environments
Ability to operate both strategically and tactically
Strong knowledge of infrastructure, APIs, DevOps, and modern cloud architecture
Proven experience leading remote engineering and product teams
Entrepreneurial mindset with strong execution capabilities
Ability to distinguish between true AI capabilities and basic intelligent automation
Experience taking products from MVP to scalable commercialization
Strong communication and cross-functional leadership skills
Comfortable working in fast-paced, evolving environments with ambiguity

Nice To Haves

Conversational AI, voice AI, or agentic AI experience
Experience within BPO, outsourcing, or contact center environments
Exposure to operational intelligence or workflow automation platforms
Experience managing AI infrastructure cost optimization
Prior startup or venture-backed company experience
Director-level technical product leaders ready to step into a VP-level role are encouraged to apply

Responsibilities

Own the end-to-end product roadmap for multiple AI platforms
Lead product, engineering, architecture, DevOps, AI/ML, and UX strategy
Manage the transition of the current MVP from an external development partner to an internal product organization
Build and scale a remote engineering and product team
Drive rapid feature development through agile sprint execution
Improve AI agent performance, orchestration, and operational intelligence capabilities
Optimize infrastructure efficiency, token consumption, and platform scalability
Partner closely with executive leadership on commercialization and growth strategy
Help shape the long-term vision of a unified AI + BPO ecosystem
Oversee integrations across AI, automation, and CCaaS technologies
Develop scalable systems that support both self-service AI and human-in-the-loop operations
Balance innovation with operational execution and business outcomes