Sr. Principal Architect, AI Solutions

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

AI Solutions Lead – Global Contact Centre

Locations: New York

Get To Know Us:

SS&C is leading the way.  We continue to look for todays and tomorrow’s brightest talent, those that embody a spirit to improve not only their lives, but those around them. From college students to seasoned and experienced professionals, we encourage you to apply. SS&C prides itself on hiring diverse, honest, dynamic individuals, who value collaboration, accountability, and innovation to name a few. 

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Professional Development Reimbursement including access to SS&C University
• Work/Life Balance: Competitive holiday scheme
• Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customised throughout your career

This could be a global role, e.g. based from UK or US or AUS – so unsure how we would tailor the above?

What You Will Get To Do:

• Own the AI vision for the contact centre:   Define and lead the global AI strategy across millions of customer interactions per year across voice, chat and digital channels. Serve as the organisation's subject matter expert on Contact Centre AI, identifying opportunities to enhance customer and colleague experiences through practical, scalable application of AI technologies. Champion a customer-first approach, using insight, journey analytics and customer feedback to redesign and continuously improve the end-to-end customer experience, reducing friction across the cradle-to-grave journey while balancing customer, colleague and business outcomes.
• Lead solution design and AI delivery:  Take an active role in the 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, contributing directly to bot design, conversation flows, prompting strategies, testing, tuning and continuous improvement.
• Identify and prioritise AI opportunities:   Build and manage a roadmap of AI initiatives (virtual agents, agent assist, analytics, routing optimisation, quality automation, etc.) aligned to business outcomes, operational priorities and regulatory requirements. Evaluate opportunities based on value, feasibility and customer impact.
• Select and leverage the right toolsets:   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.
• Drive AI-led transformation and innovation: 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, challenging existing ways of working and driving measurable business improvement.
• Bring external best practice to accelerate change: 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.
• Integrate with existing infrastructure:   Work closely with technology teams to design and integrate AI capabilities with our NICE telephony/infrastructure and wider contact centre ecosystem. Ensure solutions are scalable, secure, resilient and aligned with enterprise architecture standards.
• Partner with operations and compliance:   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.
• Establish governance and standards:   Define and maintain frameworks for AI use in the contact centre, including policies, guardrails, performance metrics and review cycles to support effective adoption.
• Deliver measurable business and customer outcomes: Reduce avoidable contact and core channel volumes through improved customer journeys, self-service and AI-enabled resolution, whilst maintaining or improving customer satisfaction, quality, compliance and colleague experience measures. Establish clear success metrics, monitor benefits realisation and continuously optimise solutions to maximise value.

What You Will Bring:

• 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.
• And add: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.
• Communication and leadership:   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.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C Technologies offers a comprehensive total rewards package designed to support your wellbeing, growth, and future. Our benefits include medical, dental, and vision coverage; a 401(k) plan with company match; paid time off, holidays, and parental leave; and professional development reimbursement opportunity.Actual base salary will vary based on several factors, including but not limited to relevant skills, prior experience, education, demonstrated performance, and geographic location.

New York: The expected base salary for the position is between 190000 USD to 199000 USD. Massachusetts: The expected base salary for the position is between 190000 USD to 199000 USD.In addition, employees in this role may be eligible for consideration on an annual basis for a discretionary bonus and/or equity awards, such as restricted stock units or stock options, based upon individual and business performance at the company’s discretion.

 

Applications will be accepted on an ongoing basis until the position is filled.

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.