Director of Artificial Intelligence

About Ziply Fiber

Ziply Fiber delivers high-speed fiber internet with a focus on exceptional customer experience and affordable, flexible plans. As our network expands, we are seeking innovative team members to help drive growth and transformation.

Company Values

• Genuinely Caring: Empathy and attentiveness to customers and colleagues
• Empowering You: Support for customer choice and employee innovation
• Innovation & Improvement: Continuous enhancement of services and operations
• Earning Trust: Honest, human communication

Job Summary

The Director of Artificial Intelligence (AI) will lead Ziply Fiber’s AI strategy, roadmap, and execution, driving scalable, production-grade solutions that deliver measurable business outcomes. This highly technical, hands-on leader will design, implement, and scale AI capabilities to improve customer experience, optimize operations, and enhance network performance.

This role focuses on reducing churn, complaints, and unnecessary dispatches while driving automation across customer care, field services, dispatch, IVR, digital channels, and network operations. Success requires balancing innovation, speed, governance, and business value while transitioning AI from pilot initiatives to enterprise-wide impact.

Key Responsibilities

AI Strategy & Leadership

• Define and execute enterprise AI strategy aligned with business priorities
• Establish centralized AI operating model to accelerate adoption
• Partner with leadership to prioritize high-impact use cases
• Lead hands-on from concept through production deployment

Solution Development & Execution

• Design and deploy AI/ML solutions across customer care, field services, and network operations
• Deliver use cases including agent assist, conversational AI, predictive dispatch, and digital self-service
• Drive measurable improvements in churn, customer experience, and operational efficiency
• Own end-to-end lifecycle: ideation, deployment, monitoring, and value realization

Data & Platform Enablement

• Partner with data and engineering teams to build scalable AI platforms and pipelines
• Ensure data quality, governance, and availability
• Champion MLOps, modern tooling, and engineering standards

Governance & Responsible AI

• Establish frameworks for security, privacy, compliance, and ethical AI use
• Define standards for model lifecycle, monitoring, and explainability
• Mitigate risks (bias, hallucinations, data quality, cybersecurity)

Cross-Functional Collaboration

• Work across business and technical teams to identify opportunities and deploy solutions
• Translate business needs into technical execution plans
• Promote AI literacy and adoption across the organization

Team Leadership

• Build and lead teams of data scientists, ML engineers, and analysts
• Develop internal capabilities while leveraging vendors and partners
• Foster a culture of experimentation, accountability, and continuous improvement

Documentation & Best Practices

• Maintain technical standards, documentation, and operational procedures
• Stay current on emerging technologies and industry trends

Key Success Metrics

• Deployment and adoption of AI solutions across core business functions
• Reduction in churn, complaints, repeat contacts, and unnecessary dispatches
• Improvements in customer experience, efficiency, and network performance
• Establishment of a scalable, governed AI ecosystem

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Data Science, or related field
• 10 years of experience in AI, data science, or software engineering, including enterprise-scale deployments
• 5 years in leadership roles
• Experience with AI/ML platforms, cloud ecosystems (Azure, AWS, GCP), and modern frameworks
• Strong proficiency in Python and familiarity with ML tools (TensorFlow, scikit-learn, Hugging Face)
• Experience with generative AI, RAG, vector databases, multi-agent systems, and MLOps tools
• Proven track record in AI architecture, governance, and production readiness

Preferred Qualifications

• Master’s degree
• Telecom or customer operations experience
• Familiarity with use cases such as churn prediction, IVR automation, and dispatch optimization
• Strong executive communication and stakeholder management skills

Additional Information

• Strong communication, problem-solving, and organizational skills required
• Must be authorized to work in the U.S. (no sponsorship available)
• Standard office environment with typical physical requirements
• Equal Opportunity Employer; background check and drug screening may be required