Director of AI Strategy & Solutions - Global Contact Centre

SS&C Technologies; Basildon; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Professional development reimbursement

Competitive holiday scheme

Benefits supporting wellbeing

Diversity & inclusion

Hands-on training throughout career

Job summary

SS&C Technologies is seeking a Director of AI Strategy & Solutions for the Global Contact Centre. The role anchors the AI vision across millions of customer interactions annually, spanning voice, chat and digital channels.

You will lead AI solution design, development and delivery, and partner with technology teams to ensure scalable, compliant deployments. Reporting to senior operations leaders, you will drive AI transformation initiatives, governance, and measurable customer outcomes.

Qualifications

• Senior-level experience leading AI strategy for contact centres.
• Experience designing and delivering AI solutions across voice, chat and digital channels.
• Strong stakeholder management and cross-functional leadership skills.
• Proven track record driving measurable customer outcomes through AI.

Responsibilities

• Define and lead global AI strategy for the contact centre across channels.
• Design, implement and optimise AI solutions including virtual agents and agent assist.
• Build AI roadmaps aligned with business goals and regulatory requirements.
• Collaborate with Technology and Vendors to ensure scalable, secure deployments.

Skills

AI strategy

Stakeholder management

Contact center AI

Leadership

Analytics

NICE platform

Tools

NICE platform

Job description

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.

Job Description

Director of AI Strategy & Solutions - Global Contact Centre

Locations: Baslildon, Essex | Hybrid

Get To Know Us:

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.

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:

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