About this role
Lead the global AI strategy for SS&C’s contact centre across voice, chat and digital channels and design, deploy and optimise AI solutions such as virtual agents, agent assist, knowledge automation and conversational AI while integrating with NICE telephony infrastructure and establishing governance to deliver measurable customer and business outcomes.
Skills for this role
Conversational AIVirtual agentsAgent assistKnowledge automationLarge Language Models (LLMs)Speech analyticsAutomationWorkforce optimisationNICE infrastructureBot designConversation flowsPrompting strategiesTestingTuningJourney analyticsCustomer experiencePlatform selectionSolution architectureAI governanceComplianceIntegrationDeploymentRoadmap managementRouting optimisationQuality automationSelf-service