CX Systems Engineering Lead

American Electric Power•Columbus, OH

3d•Onsite

About The Position

Responsible for the technical architecture and engineering integrity of the Customer Experience Systems portfolio. Leads solution design, software and platform engineering, infrastructure, system integration, and technical resource planning. Ensures solutions are secure, scalable, reliable, supportable, and sustainable. Promotes architecture principles, engineering standards, and enterprise technology solutions that meet business needs and align with Customer Operations and enterprise strategies. Provides technical leadership across solution delivery, production readiness, reliability, and lifecycle management. Decisions are guided by policies, procedures, enterprise standards, business plans, and portfolio objectives. The IT Consultant Senior - Customer Experience Systems Engineering is responsible for technical strategy, architecture, system design, engineering direction, infrastructure, integration, technical-resource planning, technical execution, reliability, and lifecycle health across the Customer Experience Systems portfolio. The role jointly manages the portfolio with the Strategy and Solutions Lead and translates desired customer and operational outcomes into secure, scalable, resilient, observable, supportable, and maintainable solutions. The role must have sufficient Contact Center and CCaaS expertise to learn quickly, evaluate designs and configurations, guide technical teams, diagnose complex issues, and roll up sleeves when appropriate. The position is not primarily a project manager, Scrum Master, platform administrator, or production-support coordinator.

Requirements

Bachelor's degree in computer science, engineering, information systems, or a related technical field, or an equivalent combination of education and experience.
Eight or more years of progressive experience in software development, application engineering, solution architecture, platform engineering, infrastructure, system integration, or a related discipline.
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 roll up sleeves when appropriate.
Experience leading through influence across internal teams, vendors, and systems integrators.
Eight or more years of progressive software development, engineering, architecture, infrastructure, integration, or related technology experience is required.
Experience leading complex enterprise platforms or cross-functional technical teams is strongly preferred.
Direct supervisory experience is not required.

Nice To Haves

Experience with Genesys Cloud or another enterprise CCaaS platform.
Experience supporting broad Customer Experience Systems or large-scale Contact Center and Customer Operations environments.
Experience integrating customer-facing or employee-facing AI, automation, conversational, analytics, or digital capabilities.
Experience with AWS, API management, identity, data platforms, observability, DevSecOps, resilience engineering, and cybersecurity controls.
Experience in a regulated industry, preferably electric utility or energy.
Genesys, AWS, architecture, security, DevOps, Agile, SAFe, or ITIL certification.

Responsibilities

Define current-state, transition-state, and future-state architecture and the engineering roadmap for Customer Experience Systems.
Translate product roadmaps into technical strategies, solution options, architecture decisions, integration approaches, infrastructure needs, and engineering plans.
Lead technical discovery and assess feasibility, complexity, dependencies, constraints, risk, effort, capacity, and sequencing.
Establish reusable patterns, engineering standards, nonfunctional requirements, and design-review practices.
Evaluate tradeoffs among buy, build, configure, integrate, and reuse options.
Provide technical leadership for the move from Genesys Engage to Genesys Cloud CX, from current-state assessment through each migration wave, cutover, and stabilization.
Define the target architecture for Genesys Cloud CX, including telephony and carrier connectivity, routing and IVR design, identity and access, security controls, and integrations with AEP customer and enterprise systems.
Work with Genesys delivery teams and systems integrators to review designs, configurations, and test evidence, and protect AEP’s architecture standards and long-term supportability.
Lead technical planning for migrating integrations, data flows, and contact center reporting, and look for ways to reduce custom code and point-to-point integrations along the way.
Own technical readiness for each cutover, including performance, resilience, failover, rollback, and production support handoffs, so service to customers isn’t disrupted.
Build internal Genesys Cloud CX skills across the team, cutting long-term reliance on vendors and preparing AEP to administer and improve the platform after migration.
Provide technical leadership for Genesys CCaaS, IVR, conversational self-service, voice, digital channels, routing, workforce engagement, recording, analytics, and agent experience.
Guide technical optimization of mobile, web, customer information, CRM, case management, knowledge, identity, communications, payment, outage, analytics, and data capabilities.
Evaluate native product features, enterprise platforms, and custom-development options before recommending solutions.
Monitor platform roadmaps, releases, deprecations, capacity, availability, performance, resilience, and technical opportunities.
Lead solution design across applications, services, APIs, events, integrations, data flows, cloud, networks, environments, identity, and infrastructure.
Ensure clear interface contracts, error handling, security, observability, resilience, performance, recovery, and support ownership.
Promote DevSecOps, automated testing, configuration and infrastructure automation, repeatable deployment, and technical documentation.
Reduce brittle point-to-point integrations, duplicated services, unsupported components, and unnecessary customization.
Work with Gigawatt partners that lead development of underlying AI solutions while representing Customer Experience Systems architecture, integration, infrastructure, security, performance, reliability, and lifecycle needs.
Partner in experimentation, proofs of concept, prompt and conversation design, AI evaluation and testing, and data and knowledge readiness.
Define APIs, events, data flows, identity, access, monitoring, traceability, human oversight, fallback, and operational handoffs.
Monitor technical and output quality, solution performance, security, reliability, and scalability and support ongoing tuning, expansion, redesign, replacement, or retirement decisions.
Provide technical direction to developers, engineers, architects, infrastructure teams, data teams, vendors, and systems integrators.
Determine the skills, capacity, environments, tooling, and sourcing needed and recommend how to bring in or staff the right technical resources.
Review code, configurations, designs, test evidence, and technical documentation when appropriate.
Build or guide prototypes, validate critical assumptions, and diagnose complex technical issues when hands-on involvement is needed.
Challenge vendor recommendations and protect AEP architecture, engineering quality, supportability, and long-term value.
Convert portfolio priorities into architecture deliverables, engineering tasks, estimates, dependencies, milestones, and technical work plans.
Lead design reviews, technical risk management, cross-team dependency resolution, and engineering-quality reviews.
Ensure functional and nonfunctional requirements are addressed through appropriate testing and evidence.
Lead technical-readiness recommendations covering security, performance, resilience, observability, deployment, rollback, recovery, supportability, and production readiness.
Establish service objectives and measures for availability, performance, capacity, resilience, recoverability, observability, supportability, and maintainability.
Lead engineering analysis of significant or recurring incidents and ensure root causes are addressed.
Guide vulnerability remediation, problem management, obsolescence planning, technical debt reduction, platform lifecycle, and modernization.
Ensure production teams have adequate telemetry, documentation, runbooks, escalation paths, and technical knowledge.
Incorporate cybersecurity, privacy, data governance, accessibility, records, and regulatory requirements from the beginning.
Jointly prepare decision-quality recommendations on solution approach, architecture, buy-build-configure-reuse choices, exceptions, AI risk, sourcing, funding, resources, and production readiness.
Explain technical options, tradeoffs, risks, dependencies, staffing, cost, sequencing, and lifecycle implications to senior technical and operational leaders.
Identify and engage appropriate architecture, cybersecurity, infrastructure, data, legal, privacy, finance, procurement, governance, platform, and vendor stakeholders.
Mentor technical resources and promote shared standards, internal knowledge, automation, and reduced vendor dependency.