CX Systems Engineering Lead

Job Posting End Date

Please note the job posting will close on the day before the posting end date.

Job Summary

Job Description

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.

What you’ll do:

Essential Job Functions & Tasks

Technical Strategy and Solution Architecture

• 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.

Contact Center and Customer Platform Engineering

• 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, quality, 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.

Application, Data, Integration, and Infrastructure Engineering

• 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.

AI Solution Engineering Partnership

• 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.

Hands-On Technical Leadership and Resource Strategy

• 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.

Engineering Execution and Readiness

• 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.

Reliability, Security, and Lifecycle Engineering

• 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.

Decision Support and Cross-Functional Technical Leadership

• 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.

Qualifications

Required

• 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.

Preferred

• 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.

Leadership Competencies

• Technical Leadership
• Systems Thinking
• Architecture and Engineering Judgment
• Customer Focus
• Business Partnership
• Collaboration and Influence
• Decision Making
• Risk Management
• Problem Solving
• Quality Orientation
• Resource Strategy
• Vendor Leadership
• Innovation
• Continuous Improvement

Success Measures

• Secure, scalable, resilient, integrated, observable, supportable, and maintainable Customer Experience Systems solutions
• A coherent technical architecture and executable engineering roadmap
• High reliability, availability, performance, and release confidence
• Early identification of technical risks, dependencies, resource needs, and lifecycle impacts
• Successful engineering and integration of AI-enabled and non-AI solutions
• Reduced technical debt, duplicated integrations, unsupported components, and unnecessary customization
• Strong technical leadership of internal resources, vendors, and systems integrators
• Strong partnership with the Strategy and Solutions Lead, Customer Operations, and Gigawatt teams

What We're Looking For

A senior technical leader with broad engineering depth and sufficient Contact Center and CCaaS expertise to operate credibly from architecture through detailed technical decisions. The successful candidate can guide engineers and vendors, evaluate tradeoffs, secure the right technical resources, review configurations and designs, lead prototypes, and diagnose complex issues while maintaining focus on enterprise alignment and lifecycle sustainability.

Education Requirements

• Bachelor's degree in computer science, engineering, information systems, or a related technical field is required.
• An equivalent combination of education and related experience may be considered.

Work Experience

• 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.
  

American Electric Power (On-Site)

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At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!

Compensation Data

Compensation Grade:

Compensation Range:

The Physical Demand Level for this job is: S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.  

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