Director of CX AI

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. This role is hybrid, based in San Francisco, CA; Chicago, IL; Jacksonville, FL; New York, NY; or Boston, MA.

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. This role bridges AI technology, service delivery workflows, and operational excellence, translating cutting-edge capabilities into measurable client impact.

What You Will Get To Do

• 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 — Build 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

• 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 strategic and hands-on levels, able to review architecture diagrams and challenge design decisions

• Bachelor's degree required; degree in Computer Science, Data Science, Business, or related field preferred. Equivalent experience 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

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

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

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