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. We serve 20,000+ organizations globally, from large enterprises to small and mid-market firms, providing 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 enhance customer and colleague experiences through scalable AI applications.
• Champion a customer-first approach: Use insight, journey analytics, and customer feedback to redesign and continuously improve the end-to-end customer experience, reducing friction while 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 directly 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-practice deployment, providing recommendations on 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: Work closely with technology teams to design and integrate AI capabilities with NICE telephony/infrastructure and the wider contact centre ecosystem, ensuring scalability, security, and resilience.
• 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 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, translating 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 create innovative solutions that improve outcomes, drive efficiency, and deliver measurable value.
• Customer-centric mindset: Proven ability to view processes and experiences through the customer lens, using data and journey mapping to identify friction points and redesign experiences.
• Communication and leadership: Clear communication skills with a friendly and positive manner, capable of handling difficult conversations and driving 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

• Flexibility: Hybrid work model.
• Professional development: Reimbursement for training, including access to SS&C University and hands-on, team-customized learning throughout your career.
• Work/life balance: Competitive holiday scheme.
• Wellbeing: Comprehensive benefits designed to support staff wellbeing, including medical, dental, and vision coverage.
• Retirement: 401(k) plan with company match.
• Time off: Paid holidays, parental leave, and paid time off.

Pay

New York and Massachusetts: The expected base salary for this position ranges from $190,000 to $199,000 USD. Employees may also be eligible for annual discretionary bonuses and equity awards (e.g., restricted stock units or stock options) based on individual and company performance.