CX Systems Engineering Lead: Genesys Cloud Migration

AEP

Columbus (OH)

On-site

USD 116,000 - 151,000

Full time

8 days ago

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Job summary

American Electric Power in Columbus, OH is seeking a CX Systems Engineering Lead to drive the Genesys Cloud CX migration and design the future contact center architecture. This full-time role requires deep technical leadership and hands-on delivery across both waterfall and agile teams.

You will define telephony, routing, IVR and security integrations, mentor the team, and ensure a smooth cutover with robust production readiness.

Qualifications

Bachelor's degree in computer science, engineering, or related technical field is required.
8 years of relevant work experience is required.
An equivalent combination of education and related experience may be considered.

Responsibilities

Provide technical leadership for migrating from Genesys Engage to Genesys Cloud CX, from assessment to cutover and stabilization.
Define target architecture for Genesys Cloud CX: telephony, routing, IVR, identity, security, and integrations.
Collaborate with delivery teams and SI partners to review designs, configurations, tests, and uphold architecture standards.
Lead technical planning for migrating integrations and data flows, reducing custom code and point-to-point links.
Own readiness for each cutover, including performance, resilience, failover, rollback, and production handoffs.
Build internal Genesys Cloud CX skills to reduce vendor reliance and enable post-migration management.