Senior Contact Center Software 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

Title: Senior Contact Center Software Engineer

Location: Australia || Remote

**While this is a remote position, there may be occasional requirements to escort vendors onsite for support purposes. Travel and accommodation will be provided as needed**

Job Description

Get To Know Us:

We are seeking an experienced Senior Contact Centre Software Engineer to join our dynamic GENAI team, dedicated to developing and supporting our global Contact Centre platforms. This role is pivotal in shaping intelligent, AI-driven customer experiences across multiple channels.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Income Protection Insurance & Salary Continuance
• Work/Life Balance: Generous Bereavement & Compassionate leave
• Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
• 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:

• Design and develop advanced conversational AI solutions, including chatbots, virtual agents, and IVR systems.
• Apply Natural Language Processing (NLP) and Machine Learning (ML) techniques to deliver intuitive, human-like interactions.
• Develop and enhance self-service capabilities across voice, email, and chat platforms.
• Build and optimize virtual agents and robotic assistance tools, with a strong emphasis on personality, user engagement, and responsiveness.
• Collaborate closely on solution architecture to ensure seamless deployment within real-world business environments.
• Analyze system performance and recommend data-driven improvements to maximize efficiency and customer satisfaction.
• Develop and maintain back-end automation frameworks and services supporting deployed bots and intelligent workflows.

What You Will Bring:

• Minimum of 7 years’ experience working in Contact Center environments, with a strong understanding of operational and technical dynamics.
• Proven expertise in the design and implementation of AI-powered communication systems.
• Hands-on experience with NLP, ML, and associated frameworks and technologies.
• Demonstrated ability to deliver scalable and maintainable backend solutions in production environments.
• Strong collaboration skills, with the ability to work across technical and business teams to deliver effective solutions.
• Experience with conversational AI frameworks such as Google Dialog Flow or Microsoft Bot Framework
• Experience with Git, Jira, Containerized Development, Github Actions, and OAuth / OIDC
• Experience with GenAI and Large Language Models (LLM) for next generation chatbot development (OpenAI GPT or Llama)
• Experience with RAG workflows, including document ingestion, cleaning, and processing, vector storage, and similarity lookups
• Experience with LLM tool development and chain of thought prompting / workflows

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

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.