Director of CX AI

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 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

Job Title: Director of CX AI

Locations: San Fransico, CA; Chicago, IL; Jacksonville, FL; New York, NY; Boston, MA | Hybrid

Get to Know the Team:

SS&C Advent delivers technology solutions that power some of the world's most innovative investment firms. The SS&C Advent CX organization is focused on elevating customer experience across global support operations through optimization, modernization, and thoughtful adoption of emerging technologies.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans
• Your Future: 401 (k) Matching Program, Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents, and Experiences of Our Employees
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel, and more!

What You Will Get To Do:

The Director of CX AI is a visionary strategic change agent responsible for defining and executing the end-to-end AI roadmap for the global Client Experience organization at SS&C Advent. This role bridges AI technology, service delivery workflows, and operational excellence — translating cutting-edge capabilities into measurable client impact.

AI Strategy & Roadmap — Develop and own a multi-horizon AI roadmap aligned to CX OKRs; prioritize initiatives by business value, feasibility, and risk.

External Tool Evaluation — Lead structured evaluations of AI tools and platforms.

Internal Workflow Modernization — Identify high-impact automation and augmentation opportunities across support, onboarding, and escalation workflows; drive adoption through measurable pilots.

Technical Leadership — Serve as a hands-on architecture authority across LLM, RAG, and agentic systems; partner with Engineering and IT on integration standards and infrastructure.

Education & Internal Enablement — Collaborate on AI literacy across the CX organization through training programs, playbooks, and communities of practice.

Governance, Ethics & Risk Management — Establish frameworks for responsible AI use, including bias monitoring, data privacy, audit trails, and regulatory alignment.

What You Will Bring:

• 4+ years in Customer Experience, Technical Support, or related operations.
• A forward-thinking AI advocate with concrete ideas for how emerging technologies can elevate support operations at scale
• Demonstrated track record of taking technology initiatives from concept to production in a customer-facing context
• Experience leading cross-functional technical teams and influencing without direct authority
• Familiarity with financial services, fintech, or regulated industries preferred

• Deep understanding of modern AI architectures, including LLMs, RAG pipelines, and agentic workflows
• Comfort operating at both the strategic and hands-on level — able to review architecture diagrams and challenge design decisions
• Bachelor's degree required; degree in Computer Science, Data Science, Business, or a related field preferred. Equivalent experience will be considered.

Preferred Skills:

Delivery & Process: Project Management, Change Management, Agile, OKR frameworks

Analysis & Communication: Financial modeling, technical analysis, data visualization, executive storytelling

AI & ML: LLMs, RAG, agentic systems, prompt engineering, vibe coding workflows

Governance: Responsible AI, privacy-by-design, compliance frameworks

Platforms & Integration: API design, SaaS interoperability, InfoSec fundamentals

Tooling: Salesforce, Atlassian (Jira/Confluence), Snowflake

Thank you for your interest in SS&C! To further explore this opportunity, please apply through our careers page on the corporate website at www.ssctech.com/careers