CX Systems Strategy and Solutions Lead

American Electric Power • Columbus, OH

1d • $98,993 - $128,688 • Onsite

About The Position

Working within Waterfall or Agile frameworks, a Business Analyst will work with a variety of disciplined focused team members all working toward a common goal of delivering value with quality and scale. Responsible for collaborating with other Job Families such within Technology and across our business partners to deliver consistent, reliable technology solutions that leverage AEP's technology standards, architectures and best practices. Independently performs advanced business and project analysis for any sized project.

Requirements

• Bachelor's degree in computer science, information systems, business or related field of study; Or Associate's degree in computer science or related field of study with 2 years of relevant work experience; Or High school diploma/GED with 4 years of relevant work experience.
• 7 years of relevant work experience is required.

Responsibilities

• Serve as a primary business and operations partner for the move from Genesys Engage to Genesys Cloud CX, keeping the migration tied to Customer Operations priorities and the intended customer and employee experience.
• Shape the order in which each line of business moves to Genesys Cloud CX, balancing operational readiness, call volume, regulatory commitments, and cutover risk.
• Lead the review of current routing, IVR, self-service, and agent workflows, and decide what to redesign, simplify, or retire rather than move as-is.
• Make sure business requirements, acceptance criteria, and success measures are defined for each migration wave, and lead business acceptance alongside Contact Center leadership.
• Set baselines and track service level, handle time, self-service, reporting continuity, and employee experience before and after migration to show measurable value.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level