CX Systems Strategy & Cloud CX Migration Lead

AEP; Columbus (OH); On-site; USD 99,000 - 129,000; Full time

Job summary

American Electric Power is seeking a CX Systems Strategy and Solutions Lead in Columbus, OH to drive the migration from Genesys Engage to Genesys Cloud CX. You will partner with Customer Operations and IT to shape migration sequencing and ensure operational readiness, with a focus on customer and employee experience.

Expect to define requirements, acceptance criteria, and success metrics for each migration wave, while tracking SLAs, handle time, and self-service metrics to demonstrate value.

Qualifications

• Advanced business and project analysis for multiple project sizes.
• Lead migration waves with clear requirements and success measures.
• Monitor service metrics and employee experience before/after migration.

Responsibilities

• Serve as primary business and operations partner for Genesys Cloud CX migration.
• Shape migration sequencing across lines of business considering readiness, call volume, and risk.
• Define requirements, acceptance criteria, and success measures for migrations and lead business acceptance.

Skills

Business analysis

Project management

Operations partner

Genesys Cloud CX

Education

Bachelor's degree in computer science, information systems, business or related field

Associate's degree in computer science or related field with 2 years of relevant work experience

High school diploma/GED with 4 years of relevant work experience

Job description

American Electric Power is seeking a CX Systems Strategy and Solutions Lead in Columbus, OH to drive the migration from Genesys Engage to Genesys Cloud CX. You will partner with Customer Operations and IT to shape migration sequencing and ensure operational readiness, with a focus on customer and employee experience.

Expect to define requirements, acceptance criteria, and success metrics for each migration wave, while tracking SLAs, handle time, and self-service metrics to demonstrate value.