{"id":3347575,"url":"https://alion.io/job/banyan-software-director-cx-ai","title":"Director CX AI","company":{"id":668821,"name":"Banyan Software","domain":"banyansoftware.com","url":"https://alion.io/company/banyansoftware","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":85,"open_postings":10,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":53,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":85000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AgentOps","optional":false},{"name":"AI Agents","optional":false},{"name":"Azure","optional":false},{"name":"Copilot Studio","optional":false},{"name":"Function Calling","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"RAG","optional":false},{"name":"Structured Outputs","optional":false}],"status":"live","first_seen_at":"2026-10-27T16:55:15Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-31T08:46:16Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. With a buy-grow-and-hold-for-life approach and a permanent capital base, Banyan acquires and grows companies worldwide, honoring founder legacies and helping portfolio companies modernize through shared AI expertise and operational discipline. Founded in 2016, Banyan operates more than 120 portfolio companies across North and South America, Europe, and APAC, and has appeared on the Inc. 5000 list for six consecutive years. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world.\nAI Agent Operations Consultant\nLoan Vision · Remote, United States (light travel) · Full-time · Customer Success\nReports to: VP, Customer Success & Engagement\nAbout Loan Vision\nLoan Vision is mortgage accounting software built on Microsoft Dynamics 365 Business Central. Lenders use it to run loan-level accounting, AP and cash management, commissions, core finance, reporting and analytics in one place. More than 250 mortgage banking customers rely on it, including independent mortgage banks, banks and credit unions. Loan Vision is part of Banyan Software.\nIn July 2026 we launched Luna, an AI assistant inside the platform that gives customers instant answers and step-by-step guidance. Luna 2.0, now in development, is an agent that takes action inside the ERP. Soon our customers may work alongside AI for much of their day.\nAbout the Role\nLoan Vision is becoming an AI-first company, and Luna is quickly becoming the front door to our platform and our support.\nYou'll run Agent Operations within Customer Success, working under the direction of the VP, Customer Success & Engagement, who owns Luna's strategy and roadmap. Your focus is keeping Luna accurate, trusted and widely used across Luna 1.0 in production and Luna 2.0 as it rolls out. You'll train Luna continuously, watch its quality through telemetry, help customers get the most from it, and turn what customers do with it into clear improvements to the product, the documentation and the agent's skills.\nThis is a hands-on, techno-functional role. You don't need to write code, but you do need to understand how agentic AI works: how agents behave and escalate, how they hand off to one another, and how AI fits into a customer's accounting workflow. You'll be comfortable supporting APIs and integrations. The role is an individual contributor position today, with room to grow as Luna's reach expands.\nWhat You'll Oversee\nLuna's day-to-day operation and quality, for Luna 1.0 in production and Luna 2.0 as it launches\nAdoption: how many customers use Luna, and how much they rely on it to complete work, not just get answers\nThe operating rhythm (\"AgentOps\") that keeps Luna improving: training, evaluation, telemetry and feedback loops\nKey Responsibilities\nRun Agent Operations\nRun Luna's operating rhythm: monitor agent quality, task completion and escalations, and keep Luna performing as usage grows\nRun the ongoing AI training process that keeps Luna accurate, including the knowledge, documentation and skills Luna relies on\nInfluence how Luna behaves, responds, escalates and hands off to people, within the standards set by leadership, with consistent tone and clarity across every interaction\nTurn Telemetry into Action\nUse telemetry from Application Insights and Power Platform to spot weak answers, likely bugs, enhancement requests and documentation gaps\nTurn findings into clear, prioritized tasks for Product and Development, and automate that loop where you can\nTrack and report metrics for adoption, experience quality and task completion\nDrive Adoption and Customer Enablement\nHelp grow Luna adoption across our customer base, from getting answers with Luna 1.0 to completing tasks with Luna 2.0\nSupport the move to Luna as the first stop for customer support cases\nHelp customers configure and train Luna for their own company and users, including customer- and user-level instructions, through webinars, guides and one-on-one help\nIdentify high-impact use cases where Luna can reduce friction and save customers time\nSupport the Shift to Proactive, AI-Assisted Customer Success\nHelp the Customer Success team move from reactive support to acting on AI-flagged escalations and improvement opportunities\nKeep the knowledge behind Luna customer-friendly, current and structured for both retrieval and action, and partner with internal teams to close gaps\nAgent Interoperability\nUnderstand how Luna works alongside customers' other AI tools and systems, including how prompts and context pass between agents, and make sure that experience works for customers\nCross-Functional Team Member\nAct as a link between Customer Success, Product, Development and Implementation so that what you learn from customers becomes product improvements\nBring a customer-first lens to technical decisions, and translate technical possibilities into clear customer value\nWhat Success Looks Like\nLuna is a trusted, widely adopted part of how customers use Loan Vision\nCustomers rely on Luna to complete tasks, not just get answers\nTime to resolution and support effort drop measurably as cases move through Luna\nQuality issues are caught in telemetry and fixed before customers have to report them\nCustomers see Luna as the way to maximize their Loan Vision subscription\nRequirements\nRequired\n5+ years in enterprise software, with real ERP experience\nA Customer Success, support or consulting background in an ERP environment\nProven experience running customer-facing AI agents. Experience using AI tools for internal productivity alone does not meet this requirement.\nHands-on experience with agentic AI workflows, such as agent-to-agent hand-offs or AI built into business workflows\nWorking knowledge of APIs and integrations: you can support and troubleshoot them without being a developer\nClear communication that turns technical findings into action for customers and internal teams\nPreferred\nDynamics 365 Business Central experience (strongly preferred); Finance & Operations or NAV also counts\nBackground as a BC/NAV functional-technical consultant\nAccounting or finance process knowledge\nExperience in mortgage, financial services or another regulated environment\nWorking knowledge of Copilot Studio, Power Platform and Application Insights (or similar telemetry tools)\nFamiliarity with AI design patterns (retrieval/RAG, tool calling, structured outputs, multi-step orchestration), MCP, and the wider Microsoft AI stack (Azure AI Search, Logic Apps, Entra ID)\nWhy This Role Matters\nLuna is not just a feature. It is becoming the front door to Loan Vision. This role makes sure that door works: that Luna is accurate, intuitive and trusted, and that every customer interaction makes it better.\nCompensation\nBase salary of $85,000 to $110,000 USD, plus an annual bonus of up to 5%. Pay depends on location, market conditions, and job-related skills and experience.\nDiversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.\nPlease Note: Banyan Software does not accept unsolicited resumes or applications submitted via email, LinkedIn, or other direct channels. All candidates must apply through our official Careers site to be considered for employment. Applications submitted outside of our applicant tracking system will not be reviewed.\n Recruitment Notice\nBanyan Software may use artificial intelligence (AI) tools to assist in screening and/or assessing applicants during the recruitment process. All hiring decisions are made by our team. Personal information submitted through your application will be collected and used for recruitment purposes in accordance with applicable privacy laws. Contact us at any time with questions about our process or to request accommodation.\nBeware of Recruitment Scams\nWe have been made aware of individuals fraudulently posing as members of our Talent Acquisition team and extending fake job offers. These scams may involve requests for personal information or payment for equipment. \nProtect yourself by following these steps:\nVerify that all communications from our recruiting team come from an @banyansoftware.com email address.\nRemember, employers will never request payment or banking information during the hiring process.\nIf you receive a suspicious message, do not respond - instead, forward it to  and/or report it to the platform where you received it.\nYour safety and security are important to us. 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