The CX Systems Solution Architect
AEP
Eine vollständige Bewerbung in einer Minute
Maßgeschneiderter Lebenslauf und Anschreiben – versandbereit.
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
Ausbildung
Tools
Jobbeschreibung
Serves as the lead solution engineer and architect for AEP's contact center and customer experience technology, including Genesys Cloud CX, Gigawatt AI solutions, workforce management, and the integrations and data that connect them. Designs how these platforms work together, gets hands-on to prove out and troubleshoot solutions, and guides internal teams, vendors, and partners from design through production. Ensures solutions are secure, scalable, reliable, and supportable, and align with Customer Operations and enterprise strategies.
What you’ll do:
The CX Systems Solution Architect is the technical owner of how AEP's contact center and AI capabilities work together. The role combines solution architecture with hands‑on solution engineering: defining the target architecture and roadmap, then designing, prototyping, reviewing, and troubleshooting the solutions that deliver it. The role jointly manages the portfolio with the Strategy and Solutions Lead, who owns business priorities and outcomes, while this role owns technical direction, architecture decisions, and engineering quality.
The first major initiative is the migration from Genesys Engage to Genesys Cloud CX, alongside expanding AI‑enabled customer and agent experiences with Gigawatt. The role applies the same architecture and engineering leadership to adjacent customer platforms as priorities evolve. This is a hands‑on technical leadership role, not a project manager, Scrum Master, platform administrator, or production‑support coordinator.
- Define current‑state, transition‑state, and future‑state architecture across contact center, AI, workforce management, and connected customer platforms.
- Translate product roadmaps into solution options, architecture decisions, integration approaches, and engineering plans.
- Lead technical discovery and assess feasibility, dependencies, risk, effort, and sequencing.
- Establish reusable patterns, engineering standards, and design‑review practices, and evaluate buy, build, configure, and reuse options.
- Lead the technical migration from Genesys Engage to Genesys Cloud CX, from current‑state assessment through each migration wave, cutover, and stabilization.
- Own the Genesys Cloud CX target architecture, including telephony and carrier connectivity, routing and IVR design, identity and access, security, and integrations with AEP systems.
- Design and review contact center solutions across voice, digital channels, routing, IVR, workforce management, recording, quality, and reporting.
- Review vendor and systems integrator designs, configurations, and test evidence to protect AEP standards and long‑term supportability.
- Build internal platform skills across the team to reduce long‑term reliance on vendors.
- Co‑design AI‑enabled customer and agent experiences with Gigawatt, including virtual agents, intent and conversation analysis, and agent assist.
- Own the architecture for how AI solutions coexist and integrate with the contact center, including routing, handoffs between AI and agents, context passing, fallback, and monitoring.
- Partner on proofs of concept, conversation design, and data and knowledge readiness.
- Lead AI testing, evaluation, and production readiness alongside Gigawatt teams, and support ongoing tuning, expansion, or retirement decisions.
- Design APIs, events, data flows, and integrations that connect contact center and AI platforms with AEP customer, CRM, and enterprise systems.
- Get hands‑on to build or guide prototypes, review code and configurations, and validate critical assumptions.
- Promote DevSecOps, automated testing, infrastructure automation, and repeatable deployment.
- Reduce brittle point‑to‑point integrations, unnecessary customization, and unsupported components.
- Own technical readiness for releases and cutovers, including performance, resilience, failover, rollback, and support handoffs.
- Establish service objectives and observability for availability, performance, and recoverability across contact center and AI solutions.
- Lead engineering analysis of significant or recurring incidents and ensure root causes are addressed.
- Build in cybersecurity, privacy, data governance, accessibility, and regulatory requirements from the start.
- Provide technical direction to engineers, developers, vendors, and systems integrators, and challenge recommendations when needed.
- Identify the skills, capacity, and sourcing needed and recommend how to staff the right technical resources.
- Explain technical options, tradeoffs, risks, and cost to senior technical and operational leaders and prepare decision‑ready recommendations.
- Mentor technical resources and promote shared standards and internal knowledge.
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.
- 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.
- 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.
- 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.
- Experience with Genesys Cloud CX, including migration from Genesys Engage or another on‑premises platform.
- Experience with workforce management, quality management, or contact center analytics platforms.
- Experience with AWS, API management, identity, data platforms, observability, and DevSecOps.
- Experience in a regulated industry, preferably electric utility or energy.
- Genesys, AWS, architecture, security, or AI/ML certification.
- Technical Leadership
- Systems Thinking
- Architecture and Engineering Judgment
- Customer Focus
- Business Partnership
- Collaboration and Influence
- Decision Making
- Risk Management
- Problem Solving
- Quality Orientation
- Vendor Leadership
- Innovation
- Continuous Improvement
- A coherent architecture and executable roadmap across contact center, AI, and connected platforms
- Successful migration to Genesys Cloud CX with no disruption to customer service
- AI solutions that integrate cleanly with contact center platforms, with reliable handoffs between AI and agents
- Measurable improvement in self‑service containment, routing accuracy, and agent experience
- High reliability, availability, performance, and release confidence
- Reduced technical debt, duplicated integrations, and unnecessary customization
- Stronger internal platform skills and reduced vendor dependency
- Strong partnership with the Strategy and Solutions Lead, Customer Operations, and Gigawatt teams
American Electric Power (On‑Site)
#LI‑Onsite
#AEPCareers
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!
$116,255.00 - $151,132.50
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.
It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer‑employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.
AEP offers generous time off, competitive pay, and educational opportunities to help employees advance their careers.
Our culture is purpose‑driven and team‑oriented: we combine innovation with a customer‑first focus to deliver reliable energy and brighter futures.
Part of a larger team delivering enterprise infrastructure solutions that enable business operations, technology modernization, and operational excellence. Responsible for translating business, operational, and technical requirements into scalable infrastructure architectures spanning server platforms, operating systems, storage, databases, identity services, automation, and core enterprise platforms. Focuses on developing and governing infrastructure standards, architecture patterns, roadmaps, and technology ecosystems to ensure solutions are secure, resilient, supportable, and aligned with strategic objectives. Provides architectural leadership across infrastructure domains while driving consistency, modernization, and operational efficiency. Please note: We’re looking for someone with strong experience as an Architect.
Responsible for the strategic direction of a technology domain, services, or process within a broader strategy of a Business Unit (BU) customer or technology functional area. Promotes and appliesTechnology processes and solutions to meet the needs and align with the strategies of that BUcustomer or technology functional area. Responsible for directly managing and developing technology staff, building and sustaining collaborative relationships with operating companies, BUs, and technology teams. Lead a software application development team to complete projects and/or services and perform all technology work activities via efficient processes and effective use of resources. Responsibilities include decision making, risk assessment, task prioritization/assignment/tracking, project assignment, employee development, performance feedback, motivation, team building, communication, planning, resource allocation, cost control, problem/issue/conflict resolution, customer service, and client relations. Decisions are guided by policies, procedures and business plans; receives guidance and oversight from senior manager.*Please note: We’re looking for an individual with experience leading software development teams.
This role is responsible for engineering and operating the enterprise Kafka platform, company's strategic data movement backbone. The focus is on platform stability, scalability, data safety, and enablement of producer/consumer teams.
AEP offers generous time off, competitive pay, and educational opportunities to help employees advance their careers.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
