Director of CX AI

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 worlds 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
• Bachelors 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