AI Chatbot Architect - Hybrid & Growth Leader

Ss&C Technologies Holdings; Basildon; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid Work Model

Professional Development Reimbursement

Competitive holiday scheme

Wellbeing benefits

Diversity & Inclusion

Hands-On Training

Job summary

SS&C Technologies Holdings in the United Kingdom is seeking a results-driven Contact Centre - AI Chatbot Lead to architect and optimise enterprise chatbot experiences for a major client. The role blends design, governance, and cross-team collaboration to deliver high containment and superior customer outcomes.

You will map conversation flows, analyse data to improve containment and first contact resolution, and collaborate with operations, product, compliance and client teams to ensure

Qualifications

• Experience in contact centre or digital servicing environment, ideally with chat.
• Hands-on chatbot platform experience (e.g. NICE Enlighten, Genesys, Dialogflow, Cognigy, Freshworks).
• Ability to design end-to-end conversation flows, including error handling and escalation paths.
• Data-driven mindset with analytics to optimise containment, routing and outcomes.
• Clear communication skills to explain technical concepts to non-technical stakeholders.
• Experience in regulated financial services environments is desirable.

Responsibilities

• Design and refine chatbot experiences for large client.
• Map and optimize conversation flows and intents.
• Analyze chat data to improve containment and first contact resolution.
• Collaborate with operations, product, compliance and client teams.
• Implement change, testing and release processes for updates.
• Build dashboards and reports on containment, CSAT, deflection and impact.
• Ensure chatbot content aligns with risk and regulatory policies.

Skills

Chatbot design

Data analytics

Communication

Regulatory awareness

APIs

Cross-functional collaboration

Tools

NICE Enlighten

Genesys

Dialogflow

Cognigy

Freshworks

Job description

SS&C Technologies Holdings in the United Kingdom is seeking a results-driven Contact Centre - AI Chatbot Lead to architect and optimise enterprise chatbot experiences for a major client. The role blends design, governance, and cross-team collaboration to deliver high containment and superior customer outcomes.

You will map conversation flows, analyse data to improve containment and first contact resolution, and collaborate with operations, product, compliance and client teams to ensure