Senior IT Solution Lead

Xcel Energy • Minneapolis, MN

10h

About The Position

The Senior IT Solution Lead is responsible for leading work within or across end-to-end solution lifecycle. They provide IT expertise, vision, and work direction to achieve strategic initiatives, customer and operational needs, portfolio health and business outcomes. They provide in-depth knowledge of the business needs, processes, and corresponding solutions. They provide technical leadership and coordination cross-organizationally to ensure solutions align with architecture and IT strategy. They are a key contact to business, customer and stakeholder groups for their respective domain, helping ensure business needs and corresponding value and risk are well represented.

Requirements

• Ten years of related functional experience.
• Bachelor's degree in technology, Science, Business or related field, or 4 years of experience equivalent to the position.
• Excellent communication skills, effective with varying organizational levels and skill set, and ability to translate between technical and non-technical concepts.
• Excellent Relationship Management and collaboration skills, with a track record of working as one team cross-organizationally to drive innovation and business results.
• Experience with Project or Product delivery practices, including SDLC, Agile and Waterfall.
• Demonstrated ability to recommend innovative solutions to support complex business requirements.
• Ability to drive continuous improvement through lean, agile, six sigma.
• Demonstrated in depth knowledge of end-to-end process and system capabilities, industry standards and emerging technologies and methods.
• Expertise in technical, functional, and operational details of respective solutions.
• Excellent problem-solving skills.
• Demonstrated ability to build functional and technical subject matter expertise, process and tools expertise, and drive consistency in processes.
• Experience with strategic planning, demand management, execution, and operation of IT solutions.
• Experience with contract and vendor management.
• In-depth expertise on core IT components within the respective domain.

Nice To Haves

• Business & Stakeholder Engagement Strong experience partnering with business units (Customer Care, Resource Management) to gather requirements, prioritize backlog, and translate customer needs into actionable features. Skilled at facilitating cross-functional alignment between operations, IT, vendors, and leadership; comfortable leading steering committees and presenting to leadership.
• 5+ years in product management or product ownership and or daily IVR Operations management for enterprise customer experience solutions, ideally in contact center/IVR environments. Proven ability to execute an IVR product roadmap, aligning releases to business objectives, CX metrics (FCR, CSAT), and regulatory requirements.
• Vendor & Technology Oversight Familiarity with IVR platforms and ecosystems (Avaya, Genesys, Nuance, LumenVox, Verint, Aceyus) to guide vendor deliverables and evaluate solution options—without needing to code. Ability to assess integration impacts (API connectivity, security, compliance) and make informed trade-off decisions documented in Architecture Decision Records (ADR).
• Data-Driven Decision Making Experience using analytics and reporting tools (e.g., Aceyus, Verint) to monitor IVR performance, identify gaps, and drive continuous improvement. Comfortable defining KPIs, interpreting dashboards, and using insights to prioritize enhancements.
• Governance & Risk Management Knowledge of change management best practices (MOPs, rollback strategies) and ability to ensure safe deployments through vendor coordination and operational readiness. Skilled in Agile methodologies: backlog grooming, sprint planning, and release management.
• Operational Oversight & Support Serve as the primary business owner for IVR operations, ensuring day-to-day stability and performance. Monitor IVR KPIs (containment, FCR, CSAT) and proactively address performance gaps through vendor coordination and internal teams. Oversee incident management: activate IVR bypass modes, coordinate vendor and IT response, and ensure timely customer-safe messaging during outages or degradations. Lead root cause analysis (RCA) and implement corrective actions; maintain robust change management processes (MOPs, rollback strategies) to minimize risk. Ensure disaster recovery readiness and business continuity plans for IVR services. Manage support escalations with vendors and internal teams, ensuring SLAs are met and issues are resolved quickly.

Responsibilities

• Relationship Management: Partner with business areas, customers and other stakeholders to understand needs and opportunities. Establish and maintain collaborative partnership with internal partners. Provide coaching and work direction to less experienced team members.
• Solution Delivery: Lead efforts in end-to-end solution lifecycle from strategic planning, through demand management, delivery lifecycle activities, and operation. Ensure solutions drive great user experience and operational performance. Drive speed to deployments and continuous delivery to meet changing customer and stakeholder needs.
• Strategy & Planning: Lead efforts to understand operational health, customer satisfaction, and total cost of operation and build awareness of opportunities and risks. Represent business partners/stakeholders in strategic planning and investment prioritization.
• Operations Management: Drive alignment with stakeholders on maintenance activities and schedules. Ensure delivery practices uphold continuous integration of operational functions. Provide escalated support as needed to drive restoration of service disruptions.
• Subject Matter Expertise: Stay abreast of industry and technology trends to continuously improve solution delivery practices and customer satisfaction.

Benefits

• Annual Incentive Program
• Medical/Pharmacy Plan
• Dental
• Vision
• Life Insurance
• Dependent Care Reimbursement Account
• Health Care Reimbursement Account
• Health Savings Account (HSA) (if enrolled in eligible health plan)
• Limited-Purpose FSA (if enrolled in eligible health plan and HSA)
• Transportation Reimbursement Account
• Short-term disability (STD)
• Long-term disability (LTD)
• Employee Assistance Program (EAP)
• Fitness Center Reimbursement (if enrolled in eligible health plan)
• Tuition reimbursement
• Transit programs
• Employee recognition program
• Pension
• 401(k) plan
• Paid time off (PTO)
• Holidays
• Volunteer Paid Time Off (VPTO)
• Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees