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Director of CX AI
Full-time
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.
Locations: San Francisco, 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 and 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
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
