Sr. Principal Architect, AI Solutions

SS&C Technologies•Boston, MA

1d•$190,000 - $199,000•Hybrid

About The Position

SS&C is a leading financial services and healthcare technology company headquartered in Windsor, Connecticut, with over 27,000 employees in 35 countries. Approximately 20,000 financial services and healthcare organizations rely on SS&C for expertise, scale, and technology. This role, the AI Solutions Lead for the Global Contact Centre, is based in New York and focuses on defining and leading the global AI strategy across millions of customer interactions annually through voice, chat, and digital channels. The position requires a subject matter expert in Contact Centre AI to enhance customer and colleague experiences through practical, scalable AI applications, championing a customer-first approach and utilizing insights to improve the end-to-end customer journey. The role also involves leading solution design and AI delivery, identifying and prioritizing AI opportunities, selecting appropriate toolsets, driving AI-led transformation, integrating with existing infrastructure, partnering with operations and compliance, establishing governance, and delivering measurable business and customer outcomes.

Requirements

Deep contact centre experience: Significant experience leading or transforming large, multi‑region contact centre operations, ideally in financial services or similarly regulated industries.
Proven AI expertise in contact centres: Demonstrated experience designing, implementing and scaling AI solutions within contact centre environments.
Strong understanding of conversational AI, virtual assistants, LLMs, agent assist technologies, speech analytics, automation and workforce optimisation solutions, with a track record of delivering measurable business outcomes.
AI solution design and implementation experience: Hands-on experience evaluating, selecting and deploying AI technologies and platforms in production environments.
Ability to translate business and customer needs into practical AI solutions that drive adoption and results.
Tool and platform fluency: Hands‑on experience with contact centre platforms and AI ecosystems; familiarity with NICE infrastructure is a strong advantage.
Regulatory and risk awareness: Excellent understanding of financial services regulations and people‑related regulations (e.g. conduct, privacy, data protection) across key regions.
Technical AI delivery leadership: Proven track record leading end-to-end delivery of AI solutions whilst contributing directly to solution architecture, bot design, implementation, testing and optimisation.
Comfortable operating as both strategic lead and hands-on practitioner.
Strategic, customer-focused thinker: Ability to connect customer needs, AI capabilities and business objectives, translating insight into innovative solutions that improve customer outcomes, drive efficiency and create measurable value.
Customer-centric mindset: Proven ability to view processes and experiences through the customer lens, using data, customer insight and journey mapping to identify friction points and redesign experiences that improve satisfaction, resolution and business performance.
Clear communication skills, friendly and positive manner, with the ability to handle difficult conversations and drive change across diverse teams.
Demonstrated delivery of AI outcomes: Track record of successfully implementing AI capabilities that improve customer experience, reduce avoidable contacts, increase self-service adoption, improve colleague productivity and deliver measurable operational benefits.

Nice To Haves

Familiarity with NICE infrastructure is a strong advantage.

Responsibilities

Own the AI vision for the contact centre: Define and lead the global AI strategy across millions of customer interactions per year across 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 application of AI technologies.
Champion a customer-first approach, using insight, journey analytics and customer 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 solution design and AI delivery: Take an active role in the design, configuration, development and optimisation of AI solutions across virtual agents, agent assist, knowledge automation and conversational AI platforms.
Work alongside 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 and prioritise AI opportunities: Build and manage a roadmap of AI initiatives (virtual agents, agent assist, analytics, routing optimisation, quality automation, etc.) aligned to business outcomes, operational priorities and regulatory requirements.
Evaluate opportunities based on value, feasibility and customer impact.
Select and leverage the right toolsets: Act as the senior subject‑matter expert on contact centre AI tools, advising on platform selection, architecture, implementation approaches and best-practice deployment.
Provide informed recommendations on where AI can deliver measurable value and where alternative solutions may be more appropriate.
Drive AI-led transformation and innovation: Identify opportunities by combining customer needs, operational challenges and emerging industry best practice.
Translate global AI innovations into practical, scalable solutions across complex and diverse customer populations, challenging existing ways of working and driving measurable business improvement.
Bring external best practice to accelerate change: Continuously monitor market trends, competitor activity and advances in AI.
Maintain a strong understanding of the contact centre AI landscape and apply proven practices to improve customer journeys, optimise operations and create competitive advantage.
Integrate with existing infrastructure: Work closely with technology teams to design and integrate AI capabilities with our NICE telephony/infrastructure and wider contact centre ecosystem.
Ensure solutions are scalable, secure, resilient and aligned with enterprise architecture standards.
Partner with operations and compliance: Collaborate with global operations leaders, Risk and Compliance, HR and Legal to ensure AI solutions are safe, ethical and compliant with financial and people regulations.
Establish governance and standards: Define and maintain frameworks for AI use in the contact centre, including policies, guardrails, performance metrics and review cycles to support effective adoption.
Deliver measurable business and customer outcomes: Reduce avoidable contact and core channel volumes through improved customer journeys, self-service and AI-enabled resolution, whilst maintaining or improving customer satisfaction, quality, compliance and colleague experience measures.
Establish clear success metrics, monitor benefits realisation and continuously optimise solutions to maximise value.

Benefits

Hybrid Work Model
Professional Development Reimbursement including access to SS&C University
Competitive holiday scheme
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
medical, dental, and vision coverage
a 401(k) plan with company match
paid time off, holidays, and parental leave
professional development reimbursement opportunity