Director of AI Strategy & Solutions - Global Contact Centre

Ss&c Technologies, Inc.; Basildon; On-site; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Professional development reimbursement

Competitive holiday scheme

Competitive benefits

Diversity & Inclusion

Hands-On training

Job summary

SS&C Technologies, Inc. is seeking a senior AI leader for its global contact centre to shape the AI strategy and drive end-to-end transformation across voice, chat and digital channels.

You will design, implement and optimise AI solutions, collaborate with technology teams and vendors, and establish governance to ensure safe, ethical, and compliant deployment. Expect to lead innovation and deliver measurable customer outcomes.

Qualifications

• Experience defining and leading AI strategy for contact centre environments.
• Ability to design, configure and implement AI solutions across voice, chat and digital channels.
• Strong governance, risk, compliance and regulatory awareness related to AI.
• Proven track record delivering measurable transformation in large-scale operations.

Responsibilities

• Own the AI vision and strategy for the global contact centre across channels.
• Lead AI solution design, development and delivery in collaboration with tech teams.
• Identify and deliver AI transformation opportunities with clear roadmaps.
• Lead technology selection and integration with NICE telephony infrastructure.
• Drive innovation through market intelligence and best practices.
• Establish governance with stakeholders to ensure safe, ethical AI deployment.
• Deliver measurable customer and business outcomes with improved journeys.

Skills

AI strategy leadership

Stakeholder management

Convo design

Analytics & journey insights

Tools

NICE platform

Job description

• Own the AI vision and strategy for the global contact centre: Define and lead the global AI strategy across millions of customer interactions annually, spanning 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 AI technologies. Champion a customer-first approach, leveraging customer insights, journey analytics and 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 AI solution design, development and delivery: Take an active role in the design, configuration, development, implementation and optimisation of AI solutions, including virtual agents, agent assist, knowledge automation and conversational AI platforms. Collaborate with 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, prioritise and deliver AI transformation opportunities: Build and manage a roadmap of AI initiatives, including virtual agents, agent assist, analytics, routing optimisation and quality automation, aligned with business objectives, operational priorities and regulatory requirements. Evaluate opportunities based on value, feasibility and customer impact. Combine customer needs, operational challenges and emerging industry best practices to identify innovative solutions, challenge existing ways of working and translate global AI advancements into practical, scalable improvements across complex and diverse customer populations.
• Lead AI technology selection and integration: Act as the senior subject matter expert on contact centre AI technologies, providing guidance on platform selection, solution architecture, implementation approaches and best-practice deployment. Recommend where AI can deliver measurable value and where alternative solutions may be more appropriate. Work closely with technology teams to design and integrate AI capabilities with NICE telephony infrastructure and the wider contact centre ecosystem, ensuring solutions are scalable, secure, resilient and aligned with enterprise architecture standards.
• Drive innovation through market intelligence and industry best practices: Continuously monitor market trends, competitor activity and advances in artificial intelligence. Maintain a strong understanding of the evolving contact centre AI landscape, applying proven industry practices and emerging technologies to improve customer journeys, optimise operations, accelerate transformation and create competitive advantage.
• Establish AI governance and collaborate with key stakeholders: Partner with global operations leaders, technology teams, Risk and Compliance, HR and Legal to ensure AI solutions are safe, ethical and compliant with financial and people regulations. Define and maintain governance frameworks, policies, guardrails, performance metrics and review cycles to support responsible AI adoption, effective implementation and ongoing oversight.
• Deliver measurable customer and business outcomes: Reduce avoidable customer contact and core channel volumes through improved customer journeys, enhanced self-service capabilities and AI-enabled resolution, while maintaining or improving customer satisfaction, service quality, regulatory compliance and colleague experience. Establish clear success metrics, monitor benefits realisation and continuously optimise AI solutions to maximise operational efficiency, customer value and business impact.
  Contact centre AI expertise: Strong knowledge and practical experience of AI technologies within contact centre environments, including conversational AI, virtual agents, agent assist, knowledge automation, intelligent routing, analytics and quality automation, with the ability to identify and deliver scalable solutions across voice, chat and digital channels.
• Hands-on AI solution design and implementation experience: Demonstrable experience contributing to the design, configuration, development, testing, deployment and optimisation of AI-powered solutions. Understanding of conversational design, bot development, conversation flows, prompting strategies, performance tuning and continuous improvement.
• Contact centre technology and integration knowledge: Strong understanding of contact centre infrastructure, telephony platforms and enterprise technology ecosystems, ideally including NICE. Experience working with technology teams and vendors to integrate AI capabilities into existing systems while ensuring security, scalability, resilience and alignment with enterprise architecture standards.
• Strategic thinking and transformation leadership: Ability to develop and execute AI strategies and roadmaps, assess opportunities based on business value and feasibility, and translate emerging technologies into practical solutions. Experience driving innovation, challenging existing processes and delivering measurable transformation across complex, large-scale operational environments.
• Customer experience and operational improvement expertise: Strong understanding of end-to-end customer journeys, customer experience optimisation, contact centre operations and self-service strategies. Ability to use customer insights, journey analytics and operational data to reduce friction, improve resolution rates, optimise channel volumes and enhance customer and colleague experiences.
• Stakeholder management, governance and regulatory awareness: Proven ability to collaborate with senior operational leaders, technology teams, vendors and cross-functional stakeholders, including Risk, Compliance, HR and Legal. Understanding of responsible AI principles, governance frameworks, regulatory considerations and the importance of implementing safe, ethical and compliant AI solutions.
• Commercial awareness and results-driven delivery: Ability to define success metrics, evaluate business cases, prioritise investments and measure the effectiveness of AI initiatives. Experience monitoring benefits realisation, customer satisfaction, operational efficiency, quality and compliance measures, with a focus on delivering sustainable business improvements and measurable outcomes.
• 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.
• 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 today's 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.
• 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