CX Systems Architect: Genesys Cloud & AI Lead

American Electric Power Co.; Columbus (OH); On-site; USD 116,000 - 151,000; Full time

Job summary

The American Electric Power seeks a CX Systems Solution Architect to lead the technical direction of contact center and AI platforms, including Genesys Cloud CX and Gigawatt solutions. This hands-on leadership role focuses on architecture, prototyping, and engineering quality, guiding internal teams and partners from design through production.

You will own the migration from Genesys Engage to Genesys Cloud CX, shape the target architecture, and ensure secure, scalable, and observable systems

Qualifications

• Senior technical leader with broad engineering depth in contact center and CCaaS platforms.
• Experience translating product needs into technical options, architecture, and roadmaps.
• Experience leading complex enterprise platforms and cross-functional technical teams.

Responsibilities

• Define current/transition/future state architecture across contact center, AI, and connected platforms.
• Lead migration from Genesys Engage to Genesys Cloud CX and design integrations with AEP systems.
• Own technical readiness for releases, performance, resilience, and security.

Skills

Genesys Cloud CX

AI/ML

Solution architecture

DevSecOps

Security

Cloud architecture

Education

Bachelor's in CS/Engineering or related

Tools

Genesys Cloud CX

AWS

API management

Job description

The American Electric Power seeks a CX Systems Solution Architect to lead the technical direction of contact center and AI platforms, including Genesys Cloud CX and Gigawatt solutions. This hands-on leadership role focuses on architecture, prototyping, and engineering quality, guiding internal teams and partners from design through production.

You will own the migration from Genesys Engage to Genesys Cloud CX, shape the target architecture, and ensure secure, scalable, and observable systems