CX Systems Engineering Lead

American Electric Power•Columbus, OH

1d•$116,255 - $151,133•Onsite

About The Position

The CX Systems Engineering Lead serves as the technical owner, lead solution engineer, and architect for AEP’s contact center and customer experience technology, including Genesys Cloud CX, Gigawatt AI solutions, workforce management, and the integrations and data connecting those platforms. The role defines target architecture and roadmaps and is hands-on in designing, prototyping, reviewing, and troubleshooting solutions from initial design through production. It ensures solutions are secure, scalable, reliable, supportable, and aligned with Customer Operations and enterprise strategies. The role jointly manages the portfolio with the Strategy and Solutions Lead, who owns business priorities and outcomes; this position owns technical direction, architecture decisions, and engineering quality. Its first major initiative is migrating from Genesys Engage to Genesys Cloud CX while expanding AI-enabled customer and agent experiences with Gigawatt. The role applies the same architecture and engineering leadership to adjacent customer platforms as priorities evolve. It is a hands-on technical leadership position, not a project manager, Scrum Master, platform administrator, or production-support coordinator. The position provides technical direction to internal engineers, developers, vendors, and systems integrators; guides architecture, integration, testing, release readiness, and reliability; develops internal platform skills; and communicates technical options, tradeoffs, risks, and costs to senior technical and operational leaders. The role is onsite.

Requirements

Bachelor’s degree in computer science, engineering, information systems, or a related technical field; an equivalent combination of education and related experience may be considered.
Eight or more years of progressive software development, engineering, architecture, infrastructure, integration, or related technology experience.
Experience providing technical leadership for complex enterprise applications, platforms, integrations, infrastructure, or software-delivery initiatives.
Strong understanding of architecture, software engineering, APIs, integration, data flows, cloud, infrastructure, security, testing, deployment, observability, reliability, and supportability.
Experience translating product needs into technical options, architecture, plans, estimates, resource needs, and executable work.
Demonstrated ability to review technical designs or configurations, guide prototypes, lead problem diagnosis, and work hands-on when appropriate.
Experience leading through influence across internal teams, vendors, and systems integrators.

Nice To Haves

Experience leading complex enterprise platforms or cross-functional technical teams; direct supervisory experience is not required.
Experience with Genesys Cloud CX, including migration from Genesys Engage or another on-premises platform.
Experience with workforce management, quality management, or contact center analytics platforms.
Experience with AWS, API management, identity, data platforms, observability, and DevSecOps.
Experience in a regulated industry, preferably electric utility or energy.
Genesys, AWS, architecture, security, or AI/ML certification.

Responsibilities

Define current-state, transition-state, and future-state architecture across contact center, AI, workforce management, and connected customer platforms.
Translate product roadmaps into solution options, architecture decisions, integration approaches, and engineering plans.
Lead technical discovery and assess feasibility, dependencies, risks, effort, and sequencing.
Establish reusable patterns, engineering standards, and design-review practices, and evaluate buy, build, configure, and reuse options.
Lead the technical migration from Genesys Engage to Genesys Cloud CX, from current-state assessment through migration waves, cutover, and stabilization.
Own the Genesys Cloud CX target architecture, including telephony and carrier connectivity, routing and IVR design, identity and access, security, and integrations with AEP systems.
Design and review contact center solutions across voice, digital channels, routing, IVR, workforce management, recording, quality, and reporting.
Review vendor and systems integrator designs, configurations, and test evidence to maintain AEP standards and long-term supportability.
Build internal platform skills across the team to reduce long-term reliance on vendors.
Co-design AI-enabled customer and agent experiences with Gigawatt, including virtual agents, intent and conversation analysis, and agent assist.
Own the architecture for AI integration with the contact center, including routing, AI-to-agent handoffs, context passing, fallback, and monitoring.
Partner on proofs of concept, conversation design, and data and knowledge readiness.
Lead AI testing, evaluation, and production readiness with Gigawatt teams, and support ongoing tuning, expansion, or retirement decisions.
Design APIs, events, data flows, and integrations connecting contact center and AI platforms with AEP customer, CRM, and enterprise systems.
Build or guide prototypes, review code and configurations, and validate critical assumptions hands-on.
Promote DevSecOps, automated testing, infrastructure automation, and repeatable deployment.
Reduce brittle point-to-point integrations, unnecessary customization, and unsupported components.
Own technical readiness for releases and cutovers, including performance, resilience, failover, rollback, and support handoffs.
Establish service objectives and observability for availability, performance, and recoverability across contact center and AI solutions.
Lead engineering analysis of significant or recurring incidents and ensure root causes are addressed.
Build cybersecurity, privacy, data governance, accessibility, and regulatory requirements into solutions from the start.
Provide technical direction to engineers, developers, vendors, and systems integrators, and challenge recommendations when needed.
Identify required skills, capacity, and sourcing, and recommend how to staff technical resources.
Explain technical options, tradeoffs, risks, and costs to senior technical and operational leaders and prepare decision-ready recommendations.
Mentor technical resources and promote shared standards and internal knowledge.