Sr. Contact Center Application Engineer

Job Title: Sr. Contact Center Application Engineer 

Locations: Remote/Hybrid

Get To Know Us:

For more than 35 years, SS&C has developed the technology and services to power our clients’ success.  With industry-specific solutions from the alternatives space to healthcare to wealth management, SS&C is leading the way toward the future.

SS&C is leading the way.  We continue to look for todays 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 and Business Casual Dress Code, including jeans

• Your Future: 401k 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

• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity

• Training: Hands-On, Team-Customized, including SS&C University

• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

• 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.

• Proven experience in working with AI in contact centers.

• Familiarity with Nice Enlighten is highly desirable.

• 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.

• 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.

• 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.

What You Will Bring:

Knowledge of AI modeling, including weak (task-specific) and strong (cognitive) AI. Over 6 Years of development skills

• 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

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.