Job Description

AI Solutions Lead

Group-level role | Group name TBD
Reports to: Tony Quarella, Group Leader (performance)
Day-to-day priority owner: Katherine Burke, Director of ARM, InnoSoft (dotted line)

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.

Primary Responsibilities

InnoSoft — Customer Intelligence Platform (first 6 months, ~80%)

A phased build of a cross-platform data + knowledge aggregator — wiring the systems that already hold customer truth (CRM, support, engineering, internal knowledge) into a unified, queryable layer for InnoSoft's customer-facing teams. The phase ordering deliberately puts Support first, dog-foods Finn improvement off the back of validated answers, and brings ARM/health-score work in once underlying HubSpot data is rich enough to make the comparison meaningful.

Phase 1 — Support Co-Pilot (first ~2 months, hard August 1 gate):

• 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

Phase 2 — Finn Optimization (months ~2-4, landing through fall school season):

• Off the back of validated Co-Pilot answers, 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

Phase 3 — ARM + Health Scoring (month 4+):

• 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

Group-Level AI Enablement (first 6 months, ~20%; reassessed after)

• 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)

Coach / Enablement Posture

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.

Ideal Candidate Profile

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

Business Unit:

Innosoft

Scheduled Weekly Hours:

40

Number of Openings Available:

1

Worker Type:

Regular

More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.