Contact Centre - Ai Chatbot Lead - Pa2026Gccaichat001

Ss&C Technologies Holdings; Basildon; Hybride; GBP 70 000 - 95 000; Plein temps

Avantages offerts par ce poste

Hybrid Work Model

Professional Development Reimbursement

Competitive holiday scheme

Wellbeing benefits

Diversity & Inclusion

Hands-On Training

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Chatbot design

Data analytics

Communication

Regulatory awareness

APIs

Cross-functional collaboration

Outils

NICE Enlighten

Genesys

Dialogflow

Cognigy

Freshworks

Description du poste

Job Description

Contact Centre - AI Chatbot Lead

Locations: Any Primary or Secondary Location(s) | Hybrid

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

What You Will Get To Do:

• 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.

What You Will Bring:

• 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.

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.

This version retains all seven original responsibilities and all seven original requirements, with their wording unchanged, within your SS&C job description template.