Hybrid Director of CX AI

at SS&C Technologies

• Job title: Director of CX AI
• Job type: Full Time
• Experience level: Lead
• Salary: $150,000 - $175,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Francisco, United States

About the role

• Director of CX AI at SS&C Advent developing AI roadmap for global client experience. Bridging AI technology and service delivery for measurable client impact.

Responsibilities

• 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.
• Develop and own a multi-horizon AI roadmap aligned to CX OKRs; prioritize initiatives by business value, feasibility, and risk.
• Lead structured evaluations of AI tools and platforms.
• Identify high-impact automation and augmentation opportunities across support, onboarding, and escalation workflows; drive adoption through measurable pilots.
• Serve as a hands-on architecture authority across LLM, RAG, and agentic systems; partner with Engineering and IT on integration standards and infrastructure.
• Collaborate on AI literacy across the CX organization through training programs, playbooks, and communities of practice.
• Establish frameworks for responsible AI use, including bias monitoring, data privacy, audit trails, and regulatory alignment.

Requirements

• 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.

Benefits

• Hybrid Work Model & a Business Casual Dress Code, including jeans
• 401 (k) Matching Program
• Professional Development Reimbursement
• Flexible Personal/Vacation Time Off
• Sick Leave
• Paid Holidays
• Medical, Dental, Vision
• Employee Assistance Program
• Parental Leave
• Discounts on fitness clubs, travel, and more!