Sr. Principal Architect, AI Solutions (Contact Centre AI)

Location: New York, NY, with a hybrid work model

Salary: USD 190,000–199,000 annual base salary in New York or Massachusetts, plus potential discretionary bonus and/or equity awards.

Company

SS&C is a financial services and healthcare technology company headquartered in Windsor, Connecticut, with more than 27,000 employees across 35 countries.

What you will do

• Own the global AI vision and strategy for contact centre operations across voice, chat, and digital channels.
• Design, configure, develop, test, tune, and optimise virtual agents, agent assist, knowledge automation, and conversational AI solutions.
• Build and manage an AI roadmap covering virtual agents, analytics, routing optimisation, quality automation, and related initiatives.
• Select AI platforms and advise on architecture, implementation approaches, deployment standards, and best practices.
• Integrate AI capabilities with NICE telephony and the wider contact centre ecosystem, ensuring scalability, security, resilience, and enterprise architecture alignment.
• Partner with operations, Risk and Compliance, HR, and Legal to establish governance, guardrails, performance metrics, and measurable business outcomes.

Requirements

• Significant experience leading or transforming large, multi-region contact centre operations, preferably in financial services or another regulated industry.
• Demonstrated experience designing, implementing, and scaling contact centre AI solutions in production environments.
• Strong knowledge of conversational AI, virtual assistants, LLMs, agent assist, speech analytics, automation, and workforce optimisation.
• Hands-on experience with contact centre platforms and AI ecosystems; familiarity with NICE infrastructure is advantageous.
• Experience leading end-to-end AI delivery while contributing to solution architecture, bot design, implementation, testing, and optimisation.
• Strong understanding of financial services, privacy, data protection, conduct, and people-related regulations across key regions.

Nice to have

• Experience in financial services or similarly regulated industries.
• Familiarity with NICE contact centre infrastructure.

Culture & Benefits

• Hybrid work model with an emphasis on collaboration, accountability, innovation, and inclusion.
• Professional development reimbursement and access to SS&C University.
• Medical, dental, and vision coverage, plus a 401(k) plan with company match.
• Paid time off, holidays, parental leave, and wellbeing-focused benefits.
• Hands-on, team-customised training throughout the career.

Hiring process

• Applications are accepted on an ongoing basis until the position is filled.