CX Systems Architect — Genesys Cloud CX & AI Lead

AEP; Columbus (OH); Vor Ort; USD 116.000 - 151.000; Vollzeit

Zusammenfassung

American Electric Power seeks a senior CX Systems Solution Architect to lead architecture and hands-on engineering for contact center and AI capabilities, including Genesys Cloud CX and Gigawatt integration. You’ll design target architectures, prove concepts, and guide internal teams, vendors, and partners from design through production.

The role combines architecture with hands-on engineering, owning technical direction, security, scalability, and reliability, while aligning with enterprise

Qualifikationen

• Eight+ years of software development, engineering, architecture, infrastructure, integration, or related technology experience.
• Experience leading complex enterprise platforms or cross-functional technical teams.
• 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.

Aufgaben

• Own technical readiness for releases and cutovers, including performance, resilience, failover, rollback, and handoffs.
• Define current/transition/future‑state architecture across contact center, AI, workforce management, and connected platforms.
• Lead technical discovery and assess feasibility, dependencies, risk, effort, and sequencing.
• Establish reusable patterns, engineering standards, and design‑review practices, evaluating buy/build/configure/reuse options.
• Lead migration from Genesys Engage to Genesys Cloud CX with waves, cutover, and stabilization.
• Design and review contact center solutions across voice, digital channels, routing, IVR, and analytics.

Kenntnisse

Technical leadership

Systems thinking

Architecture & engineering judgment

Customer focus

Ausbildung

Bachelor's degree in CS/Engineering/IT

Tools

Genesys Cloud CX

AWS

API management

Security

DevSecOps

Jobbeschreibung

American Electric Power seeks a senior CX Systems Solution Architect to lead architecture and hands-on engineering for contact center and AI capabilities, including Genesys Cloud CX and Gigawatt integration. You’ll design target architectures, prove concepts, and guide internal teams, vendors, and partners from design through production.

The role combines architecture with hands-on engineering, owning technical direction, security, scalability, and reliability, while aligning with enterprise