Sr. Principal Architect, AI Solutions

SS&C•New York, NY

1d•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 focuses on AI Solutions for the Global Contact Centre, with potential locations in New York, UK, US, or AUS. SS&C values hiring diverse, honest, and dynamic individuals who embody collaboration, accountability, and innovation.

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 optimization 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.
Hands-on experience with contact centre platforms and AI ecosystems; familiarity with NICE infrastructure is a strong advantage.
Excellent understanding of financial services regulations and people-related regulations (e.g., conduct, privacy, data protection) across key regions.
Proven track record leading end-to-end delivery of AI solutions while contributing directly to solution architecture, bot design, implementation, testing, and optimization.
Comfortable operating as both a strategic lead and hands-on practitioner.
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.
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.
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

Define and lead the global AI strategy for the contact centre, covering millions of customer interactions annually across voice, chat, and digital channels.
Serve as the subject matter expert on Contact Centre AI, identifying opportunities to improve customer and colleague experiences through practical AI applications.
Champion a customer-first approach, using insights, journey analytics, and feedback to redesign and improve the customer experience, reducing friction and balancing outcomes.
Lead the design, configuration, development, and optimization 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 to bot design, conversation flows, prompting strategies, testing, tuning, and continuous improvement.
Build and manage a roadmap of AI initiatives (virtual agents, agent assist, analytics, routing optimization, quality automation, etc.) aligned with business outcomes, operational priorities, and regulatory requirements.
Act as the senior subject-matter expert on contact centre AI tools, advising on platform selection, architecture, implementation, and best practices.
Identify opportunities by combining customer needs, operational challenges, and emerging industry best practices to drive AI-led transformation and innovation.
Continuously monitor market trends, competitor activity, and AI advances, applying proven practices to improve customer journeys, optimize operations, and create competitive advantage.
Work closely with technology teams to design and integrate AI capabilities with existing infrastructure, such as NICE telephony, ensuring scalability, security, and alignment with enterprise architecture.
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.
Define and maintain frameworks for AI use in the contact centre, including policies, guardrails, performance metrics, and review cycles.
Deliver measurable business and customer outcomes, such as reducing avoidable contact and core channel volumes through improved self-service and AI-enabled resolution, while maintaining or improving customer satisfaction, quality, compliance, and colleague experience.