CX Systems Engineering Lead

American Electric Power•Columbus, OH

23h•$116,255 - $151,133•Onsite

About The Position

Part of a larger team delivering high quality technology solutions to the business. Design, develop and install software solutions. Build high-quality, innovative and fully performing software in compliance with internal architecture, development & design standards & best practices. Design, modify, develop, write, implement and troubleshoot software programming applications. Support and/or install software applications. Lead the testing process through test review and analysis, test witnessing and certification of software. Works within a Waterfall or Agile methodology/framework based team. Collaborates heavily with Project Management, Business Analyst and Infrastructure Job Families.

Requirements

Bachelor's degree in computer science, engineering, or related technical field is required.
8 years of relevant work experience is required.
An equivalent combination of education and related experience may be considered.

Responsibilities

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.