Job Description

AI Solutions Lead – Global Contact Centre

Locations: New York

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 subject0expert 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, multi0region 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:   Hands0on 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 people0related 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.

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.