Contact Centre - AI Chatbot Lead - PA2026GCCAICHAT001

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

Locations: Any Primary or Secondary Location(s) | Hybrid

SS&C is leading the way. We continue to look for todays 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.

• 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

• Design and build chatbot experiences: Architect, configure and optimise AI chatbots for one of our largest clients handling ~40,000 chats per month, with a focus on high containment and excellent customer experience.
• Map and refine conversation flows: Translate complex business rules, policies and processes into clear, maintainable dialogue flows, intents and knowledge structures.
• Drive containment and performance: Analyse chat data, identify drop off points, and iteratively improve flows, prompts and routing to maximise self service and first contact resolution.
• Collaborate across teams and clients: Work closely with operations, product, compliance and client stakeholders to ensure chatbot behaviour aligns with regulatory requirements and brand tone.
• Operationalise and govern changes: Implement robust change, testing and release processes for chatbot updates, ensuring stability and traceability.
• Measure and report outcomes: Build and maintain dashboards and reporting on containment, CSAT, deflection, and operational impact, feeding insights into continuous improvement.
• Risk and compliance: Ensure chatbot content and flows adhere to SS&C’s Risk and Compliance policies and procedures and relevant financial services regulations.

• Contact centre & digital experience: Experience in a contact centre or digital servicing environment, ideally with chat or messaging channels.
• Hands-on chatbot platform expertise: Strong experience with one or more enterprise chatbot/virtual agent platforms (e.g. NICE Enlighten, Genesys, Dialogflow, Cognigy, Freshworks or similar).
• Flow design & conversation modelling: Proven ability to design end-to-end conversation flows, including error handling, escalation paths and integration points.
• Data-driven mindset: Comfortable working with analytics to optimise containment, routing and customer outcomes.
• Clear communication skills: Friendly, positive manner with the ability to explain complex technical concepts to non-technical stakeholders.
• Regulated environment awareness: Experience working within financial services or other regulated industries is highly desirable.
• Technical fluency: Confident in navigating multiple systems at once and collaborating with engineering/IT teams on integrations and APIs.

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.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.

This version retains all seven original responsibilities and all seven original requirements, with their wording unchanged, within your SS&C job description template.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.