Contact Centre - AI Chatbot Lead - PA2026GCCAICHAT001

Salary not available. View on company website.

Ss&c Technologies, Inc., Fryerns, Basildon

Full time
Permanent
Onsite working

Posted 3 days ago, 1 Nov | Get your application in today.

Closing date: Closing date not specified

Job ref: bf31ce28b2bc4177b52656d42de464fe

Location ref: Fryerns, Basildon

Ss&c Technologies, Inc.

Full Job Description

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.

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., 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.

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

Direct job link

https://www.jobs24.co.uk/job/contact-centre-ai-chatbot-lead-pa2026gccaichat001-127673272