Sr. Contact Center Application Engineer

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.

Job Description

Key Responsibilities:

• Lead the deployment of AI applications and models in the contact center environment.
• Utilize Nice Enlighten and Enlighten XO for implementing AI-driven solutions.
• Collaborate with various teams to ensure seamless integration of AI models.
• Enhance customer experience by integrating AI to streamline agent tasks.
• Provide technical guidance and support throughout the AI deployment process.

Preferred Experience:

• Proven experience in working with AI in contact centers.
• Familiarity with Nice Enlighten is highly desirable.

Skills

Contact Center Expertise

• Understanding of contact center operations and environment.
• Ability to work in a fast-paced, multi-tasking environment.
• Experience with contact center scripting.

AI and Machine Learning

• Knowledge of AI modeling, including weak (task-specific) and strong (cognitive) AI.
• Experience with various AI frameworks:
  • Nice Enlighten
  • PyTorch
  • OpenAI (ChatGPT)
  • TensorFlow
  • Google/AWS AI services

Technical Proficiency

• Proficiency in programming languages:
  • Python, Java, C++, JavaScript, Julia, LISP
  • SQL
• Experience working with various software APIs.

Communication and Documentation

• Excellent communication skills for both team collaboration and customer-facing consultative roles.
• Strong documentation skills to ensure clarity and consistency in technical specifications and project reports.

Additional Skills

• Ability to adapt to new AI frameworks and technologies.
• Strong problem-solving skills and analytical thinking.
• Capability to work effectively in a team-oriented environment and independently.

Day-to-Day Responsibilities

• Project and Team Meetings: Attend regular project and team meetings to discuss ongoing projects, share updates, and plan new initiatives.
• Building and Implementing AI Technologies: Develop and deploy new AI technologies tailored for contact center applications, ensuring they align with business goals.
• Customer and Business Unit Collaboration: Work closely with customers, business units, and internal teams to design and implement AI solutions that meet specific needs.
• Mentoring: Provide mentorship and guidance to junior team members, fostering a collaborative and growth-oriented environment.
• Communication via MS Teams: Utilize MS Teams for effective communication within the team and with business units, ensuring alignment and transparency.
• Technology Roadmaps: Collaborate with the management team to develop and refine technology roadmaps, aligning AI initiatives with long-term business strategies.
• Vendor Issues: Address and resolve issues with vendors to ensure smooth integration and functionality of AI solutions.
• Critical Issue Resolution: Be prepared to tackle critical issues causing outages, ensuring minimal downtime and maintaining service quality.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

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.