Director of CX AI
About The Position
As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 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 Job Title: Director of CX AI Locations : San Fransico, CA; Chicago, IL; Jacksonville, FL; New York, NY; Boston, MA | Hybrid Get to Know the Team: SS&C Advent delivers technology solutions that power some of the world's most innovative investment firms. The SS&C Advent CX organization is focused on elevating customer experience across global support operations through optimization, modernization, and thoughtful adoption of emerging technologies. Why You Will Love It Here! Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans Your Future: 401 (k) Matching Program, Professional Development Reimbursement Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents, and Experiences of Our Employees Training: Hands-On, Team-Customized, including SS&C University Extra Perks: Discounts on fitness clubs, travel, and more! What You Will Get To Do: The Director of CX AI is a visionary strategic change agent responsible for defining and executing the end-to-end AI roadmap for the global Client Experience organization at SS&C Advent. This role bridges AI technology, service delivery workflows, and operational excellence — translating cutting-edge capabilities into measurable client impact.
Requirements
- 4+ years in Customer Experience, Technical Support, or related operations.
- A forward-thinking AI advocate with concrete ideas for how emerging technologies can elevate support operations at scale
- Demonstrated track record of taking technology initiatives from concept to production in a customer-facing context
- Experience leading cross-functional technical teams and influencing without direct authority
- Deep understanding of modern AI architectures, including LLMs, RAG pipelines, and agentic workflows
- Comfort operating at both the strategic and hands-on level — able to review architecture diagrams and challenge design decisions
- Bachelor's degree required; degree in Computer Science, Data Science, Business, or a related field preferred. Equivalent experience will be considered.
Nice To Haves
- Familiarity with financial services, fintech, or regulated industries preferred
- Delivery & Process: Project Management, Change Management, Agile, OKR frameworks
- Analysis & Communication: Financial modeling, technical analysis, data visualization, executive storytelling
- AI & ML: LLMs, RAG, agentic systems, prompt engineering, vibe coding workflows
- Governance: Responsible AI, privacy-by-design, compliance frameworks
- Platforms & Integration: API design, SaaS interoperability, InfoSec fundamentals
- Tooling: Salesforce, Atlassian (Jira/Confluence), Snowflake
Responsibilities
- AI Strategy & Roadmap — Develop and own a multi-horizon AI roadmap aligned to CX OKRs; prioritize initiatives by business value, feasibility, and risk.
- External Tool Evaluation — Lead structured evaluations of AI tools and platforms.
- Internal Workflow Modernization — Identify high-impact automation and augmentation opportunities across support, onboarding, and escalation workflows; drive adoption through measurable pilots.
- Technical Leadership — Serve as a hands-on architecture authority across LLM, RAG, and agentic systems; partner with Engineering and IT on integration standards and infrastructure.
- Education & Internal Enablement — Collaborate on AI literacy across the CX organization through training programs, playbooks, and communities of practice.
- Governance, Ethics & Risk Management — Establish frameworks for responsible AI use, including bias monitoring, data privacy, audit trails, and regulatory alignment.
Benefits
- Hybrid Work Model & a Business Casual Dress Code, including jeans
- 401 (k) Matching Program
- Professional Development Reimbursement
- Flexible Personal/Vacation Time Off
- Sick Leave
- Paid Holidays
- Medical
- Dental
- Vision
- Employee Assistance Program
- Parental Leave
- Committed to Celebrating the Variety of Backgrounds, Talents, and Experiences of Our Employees
- Hands-On, Team-Customized Training, including SS&C University
- Discounts on fitness clubs, travel, and more!
- health
- dental
- 401k plan
- tuition and professional development reimbursement plan
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
1-10 employees
