At a Glance
- Tasks: Lead the design and optimisation of AI chatbots for a major client, enhancing customer experience.
- Company: Join SS&C, a global leader in AI-powered technology for financial services and healthcare.
- Benefits: Enjoy a hybrid work model, competitive holidays, and professional development opportunities.
- Other info: Diverse and inclusive workplace committed to your growth and wellbeing.
- Why this job: Make a real impact by improving chatbot interactions and driving customer satisfaction.
- Qualifications: Experience in contact centres and chatbot platforms, with strong communication skills.
The predicted salary is between 56700 - 69300 £ per year.
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.
Locations: Any Primary or Secondary Location(s) | Hybrid
Get To Know Us:
SS&C is leading the way. We continue to look for today's 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.
Why You Will Love It Here!
- Flexibility: Hybrid Work Model
- 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
What You Will Get To Do:
- 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.
What You Will Bring:
- 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.
We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.
Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.
This version retains all seven original responsibilities and all seven original requirements, with their wording unchanged, within your SS&C job description template. Applications will be accepted on an ongoing basis until the position is filled.
SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.
Contact Centre - AI Chatbot Lead - PA2026GCCAICHAT001 in Basildon employer: SS&C
At SS&C, we pride ourselves on being an exceptional employer, offering a hybrid work model that promotes flexibility and a competitive holiday scheme to ensure a healthy work-life balance. Our commitment to employee wellbeing is reflected in our comprehensive benefits, while our diverse and inclusive culture fosters a welcoming environment for all. With tailored training opportunities and a focus on professional growth, particularly in the dynamic fields of financial services and healthcare, joining our London team as a Legal Counsel means becoming part of a forward-thinking organisation that values innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre - AI Chatbot Lead - PA2026GCCAICHAT001 in Basildon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SS&C. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SS&C before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre - AI Chatbot Lead - PA2026GCCAICHAT001 in Basildon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SS&C:Your cover letter is your chance to shine! Tell us why you want to work at SS&C specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SS&C!
How to prepare for a job interview at SS&C
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
