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About the Role

SS&C is seeking an AI Solutions Lead for their Global Contact Centre to define and lead the global AI strategy, enhancing customer and colleague experiences through practical AI applications. This role involves championing a customer-first approach and redesigning the end-to-end customer experience.

Responsibilities

• Define and lead the global AI strategy across millions of customer interactions per year across voice, chat and digital channels.
• Serve as the organization's subject matter expert on Contact Centre AI, identifying opportunities to enhance customer and colleague experiences.
• Champion a customer-first approach, using insight, journey analytics and customer feedback to redesign and continuously improve the end-to-end customer experience.
• Lead solution design, configuration, development and optimisation of AI solutions across virtual agents, agent assist, knowledge automation and conversational AI platforms.
• Work alongside technology teams and vendors to translate business requirements into deployed solutions.
• Contribute directly to bot design, conversation flows, prompting strategies, testing, tuning and continuous improvement.
• Build and manage a roadmap of AI initiatives aligned to business outcomes, operational priorities and regulatory requirements.
• Evaluate opportunities based on value, feasibility and customer impact.
• Act as the senior subject-matter expert on contact centre AI tools, advising on platform selection, architecture, implementation approaches and best-practice deployment.
• Provide informed recommendations on where AI can deliver measurable value and where alternative solutions may be more appropriate.
• Identify opportunities by combining customer needs, operational challenges and emerging industry best practice.
• Translate global AI innovations into practical, scalable solutions across complex and diverse customer populations.
• Challenge existing ways of working and driving measurable business improvement.
• Continuously monitor market trends, competitor activity and advances in AI.
• Maintain a strong understanding of the contact centre AI landscape and apply proven practices to improve customer journeys, optimise operations and create competitive advantage.
• Work closely with technology teams to design and integrate AI capabilities with NICE telephony/infrastructure and wider contact centre ecosystem.
• Ensure solutions are scalable, secure, resilient and aligned with enterprise architecture standards.
• Collaborate with global operations leaders, Risk and Compliance, HR and Legal to ensure AI solutions are safe, ethical and compliant with financial and people regulations.
• Define and maintain frameworks for AI use in the contact centre, including policies, guardrails, performance metrics and review cycles.
• Reduce avoidable contact and core channel volumes through improved customer journeys, self-service and AI-enabled resolution.
• Maintain or improve customer satisfaction, quality, compliance and colleague experience measures.
• Establish clear success metrics, monitor benefits realisation and continuously optimise solutions to maximise value.

Requirements

• Deep contact centre experience: Significant experience leading or transforming large, multi‑region contact centre operations, ideally in financial services or similarly regulated industries.
• Proven AI expertise in contact centres: Demonstrated experience designing, implementing and scaling AI solutions within contact centre environments.
• Strong understanding of conversational AI, virtual assistants, LLMs, agent assist technologies, speech analytics, automation and workforce optimisation solutions, with a track record of delivering measurable business outcomes.
• AI solution design and implementation experience: Hands-on experience evaluating, selecting and deploying AI technologies and platforms in production environments.
• Ability to translate business and customer needs into practical AI solutions that drive adoption and results.
• Tool and platform fluency: Hands‑on experience with contact centre platforms and AI ecosystems; familiarity with NICE infrastructure is a strong advantage.
• Regulatory and risk awareness: Excellent understanding of financial services regulations and people‑related regulations (e.g. conduct, privacy, data protection) across key regions.
• Technical AI delivery leadership: Proven track record leading end-to-end delivery of AI solutions whilst contributing directly to solution architecture, bot design, implementation, testing and optimisation.
• Comfortable operating as both strategic lead and hands-on practitioner.
• Strategic, customer-focused thinker: Ability to connect customer needs, AI capabilities and business objectives, translating insight into innovative solutions that improve customer outcomes, drive efficiency and create measurable value.
• Customer-centric mindset: Proven ability to view processes and experiences through the customer lens, using data, customer insight and journey mapping to identify friction points and redesign experiences that improve satisfaction, resolution and business performance.
• Clear communication skills, friendly and positive manner, with the ability to handle difficult conversations and drive change across diverse teams.
• Demonstrated delivery of AI outcomes: Track record of successfully implementing AI capabilities that improve customer experience, reduce avoidable contacts, increase self-service adoption, improve colleague productivity and deliver measurable operational benefits.

Skills

• AI strategy
• Contact Centre AI
• Customer experience enhancement
• Journey analytics
• AI solution design
• AI delivery
• Virtual agents
• Agent assist
• Knowledge automation
• Conversational AI
• Bot design
• Prompting strategies
• AI roadmap development
• AI opportunity evaluation
• Contact centre AI tools
• Platform selection
• Architecture
• Implementation approaches
• Best-practice deployment
• AI-led transformation
• Innovation
• Market trend monitoring
• NICE telephony/infrastructure integration
• Risk and Compliance collaboration
• AI governance
• AI standards
• Performance metrics
• Benefits realisation
• Conversational AI
• Virtual assistants
• LLMs
• Agent assist technologies
• Speech analytics
• Automation
• Workforce optimisation
• Data analysis
• Customer journey mapping
• Communication
• Leadership

Location

• New York
• UK
• US
• AUS

Work Type

• Hybrid Work Model

Experience Level

• Senior

Salary/Compensations

• 190000 USD to 199000 USD

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• 401(k) plan with company match
• Paid time off
• Holidays
• Parental leave
• Professional development reimbursement
• Access to SS&C University

About the Company

• SS&C is a leading financial services and healthcare technology company.
• Headquartered in Windsor, Connecticut, with 27,000+ employees in 35 countries.
• Serves 20,000 financial services and healthcare organizations.
• SS&C prides itself on hiring diverse, honest, dynamic individuals who value collaboration, accountability, and innovation.

Equal Opportunity

• SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.