Sr. Principal Architect, AI Solutions

SS&C is a leading financial services and healthcare technology company headquartered in Windsor, Connecticut, with 27,000+ employees across 35 countries. Over 20,000 organizations—from global enterprises to small and mid-market firms—rely on SS&C for expertise, scale, and technology.

About the role

This is a global leadership position focused on defining and executing the AI vision for SS&C’s contact centre, impacting millions of customer interactions annually across voice, chat, and digital channels. The role involves strategic oversight, solution design, and hands-on implementation of AI technologies to enhance customer and colleague experiences while driving operational efficiency.

Responsibilities

• Own the AI vision for the contact centre: Define and lead the global AI strategy, serving as the subject matter expert on Contact Centre AI to identify opportunities for scalable, practical applications.
• Champion a customer-first approach: Use journey analytics, customer feedback, and insights to redesign and continuously improve the end-to-end customer experience, balancing customer, colleague, and business outcomes.
• Lead solution design and AI delivery: Actively participate in the design, configuration, development, and optimization of AI solutions, including virtual agents, agent assist, knowledge automation, and conversational AI platforms.
• Translate business requirements into deployed solutions: Work alongside technology teams and vendors to contribute to bot design, conversation flows, prompting strategies, testing, tuning, and continuous improvement.
• Identify and prioritize AI opportunities: Build and manage a roadmap of AI initiatives (e.g., virtual agents, agent assist, analytics, routing optimization, quality automation) aligned with business outcomes, operational priorities, and regulatory requirements.
• Select and leverage the right toolsets: Advise on platform selection, architecture, implementation approaches, and best practices for contact centre AI tools, recommending where AI can deliver measurable value.
• Drive AI-led transformation and innovation: Combine customer needs, operational challenges, and emerging industry best practices to translate global AI innovations into practical, scalable solutions.
• Bring external best practices to accelerate change: Monitor market trends, competitor activity, and advances in AI to apply proven practices that improve customer journeys, optimize operations, and create competitive advantage.
• Integrate with existing infrastructure: Collaborate with technology teams to design and integrate AI capabilities with NICE telephony/infrastructure and the broader contact centre ecosystem, ensuring scalability, security, and resilience.
• Partner with operations and compliance: Work with global operations leaders, Risk and Compliance, HR, and Legal to ensure AI solutions are safe, ethical, and compliant with financial and people-related 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 while maintaining or improving satisfaction, quality, compliance, and colleague experience.

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, with a strong understanding of conversational AI, virtual assistants, LLMs, agent assist technologies, speech analytics, automation, and workforce optimization.
• AI solution design and implementation experience: Hands-on experience evaluating, selecting, and deploying AI technologies and platforms in production environments, with the ability to translate business and customer needs into practical solutions.
• 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 while contributing directly to solution architecture, bot design, implementation, testing, and optimization.

Skills

• Strategic, customer-focused thinker: Ability to connect customer needs, AI capabilities, and business objectives to translate insights into innovative solutions that drive efficiency and measurable value.
• Customer-centric mindset: Proven ability to view processes and experiences through the customer lens, using data, insights, and journey mapping to identify friction points and redesign experiences.
• Communication and leadership: Clear communication skills, a collaborative and positive manner, and 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, and enhance colleague productivity.

Benefits

• Flexible hybrid work model.
• Professional development reimbursement, including access to SS&C University.
• Competitive holiday scheme and paid time off.
• Comprehensive benefits package supporting wellbeing, including medical, dental, and vision coverage.
• 401(k) plan with company match.
• Parental leave and professional development reimbursement opportunities.
• Discretionary annual bonus and/or equity awards (e.g., restricted stock units or stock options) based on individual and business performance.

Pay

New York: The expected base salary for this position is between $190,000 USD and $199,000 USD. Massachusetts: The expected base salary for this position is between $190,000 USD and $199,000 USD.