Contact Centre - AI Chatbot Lead - PA2026GCCAICHAT001

Ss&c Technologies, Inc.; Basildon; On-site; GBP 55,000 - 90,000; Full time

Benefits offered by this job

Development reimbursement

Holiday scheme

Wellbeing benefits

Diversity & Inclusion

Hands-on training

Job summary

SS&C Technologies, Inc. in Basildon, UK seeks an experienced chatbot architect to design and build enterprise chatbots, translate complex business rules into clear dialogue flows, and optimize customer interactions at scale.

You will collaborate with operations, product and compliance teams to ensure regulatory alignment, govern changes with robust testing, and report on containment, CSAT and deflection to drive continuous improvement.

Qualifications

• Experience designing and implementing enterprise chatbots.
• Ability to map complex business rules into dialogue flows and intents.
• Experience driving containment, self-service and first-contact resolution.

Responsibilities

• Design and build chatbot experiences for large-scale deployments.
• Map and refine conversation flows translating policies into dialogue.
• Drive containment and performance via data-driven improvements.

Skills

Chatbot design

Conversation flows

Data analytics

Stakeholder collaboration

Compliance awareness

Tools

NICE Enlighten

Genesys

Dialogflow

Cognigy

Freshworks

Job description

• Design and build chatbot experiences: Architect, configure and optimise AI chatbots for one of our largest clients handling ~40,000 chats per month, with a focus on high containment and excellent customer experience.
• Map and refine conversation flows: Translate complex business rules, policies and processes into clear, maintainable dialogue flows, intents and knowledge structures.
• Drive containment and performance: Analyse chat data, identify drop off points, and iteratively improve flows, prompts and routing to maximise self service and first contact resolution.
• Collaborate across teams and clients: Work closely with operations, product, compliance and client stakeholders to ensure chatbot behaviour aligns with regulatory requirements and brand tone.
• Operationalise and govern changes: Implement robust change, testing and release processes for chatbot updates, ensuring stability and traceability.
• Measure and report outcomes: Build and maintain dashboards and reporting on containment, CSAT, deflection, and operational impact, feeding insights into continuous improvement.
• Risk and compliance: Ensure chatbot content and flows adhere to SS&C's Risk and Compliance policies and procedures and relevant financial services regulations.
• Contact centre & digital experience: Experience in a contact centre or digital servicing environment, ideally with chat or messaging channels.
• Hands-on chatbot platform expertise: Strong experience with one or more enterprise chatbot/virtual agent platforms (e.g. NICE Enlighten, Genesys, Dialogflow, Cognigy, Freshworks or similar).
• Flow design & conversation modelling: Proven ability to design end-to-end conversation flows, including error handling, escalation paths and integration points.
• Data-driven mindset: Comfortable working with analytics to optimise containment, routing and customer outcomes.
• Clear communication skills: Friendly, positive manner with the ability to explain complex technical concepts to non-technical stakeholders.
• Regulated environment awareness: Experience working within financial services or other regulated industries is highly desirable.
• Technical fluency: Confident in navigating multiple systems at once and collaborating with engineering/IT teams on integrations and APIs.
• SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 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., 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, SS&C prides itself on hiring diverse, honest, dynamic individuals, who value collaboration, accountability, and innovation to name a few.
• 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