CX Systems Strategy and Solutions Lead

Job Posting End Date
10-23-2026

Please note the job posting will close on the day before the posting end date.

Job Summary Working within Waterfall or Agile frameworks, a Business Analyst will work with a variety of disciplined focused team members all working toward a common goal of delivering value with quality and scale. Responsible for collaborating with other Job Families such within Technology and across our business partners to deliver consistent, reliable technology solutions that leverage AEP's technology standards, architectures and best practices.

Independently performs advanced business and project analysis for any sized project.

Job Description The IT Consultant Senior - Customer Experience Systems Strategy and Solutions is responsible for business relationship, portfolio strategy, product direction, customer and employee experience, opportunity analysis, prioritization, adoption, and value realization across the Customer Experience Systems portfolio. The role jointly manages the portfolio with the Customer Experience Systems Engineering Lead and represents Customer Operations throughout planning, design, implementation, measurement, and continuous improvement.

The position partners with Contact Center and Customer Operations leaders, Technology teams, and Gigawatt partners to identify and shape AI-enabled and other advantageous technical enhancements. The role protects the intended customer and employee experience, defines business outcomes and controls, and ensures solutions are adopted and deliver measurable value.

What you’ll do:

Essential Job Functions & Tasks Strategic Leadership Develop and maintain the multi-year Customer Experience Systems strategy and product portfolio roadmap.

Align investments with Customer Operations priorities, customer experience objectives, enterprise strategies, regulatory needs, and measurable outcomes.

Anticipate customer, workforce, channel, operational, and technology trends and recommend strategic responses.

Drive simplification, reuse, application rationalization, and coordinated planning across the portfolio.

Business and Operational Partnership Serve as a primary Technology relationship partner for Customer Operations and Contact Center leadership.

Develop deep understanding of customer journeys, operating processes, employee workflows, performance measures, pain points, and emerging needs.

Facilitate portfolio planning, demand intake, prioritization, funding, governance, and executive decision discussions.

Translate business and operational challenges into clear opportunities, product strategies, requirements, and outcome measures.

Product, Experience, and Analysis Leadership Lead product discovery, customer journey analysis, employee workflow analysis, process design, experience requirements, use-case definition, and value hypotheses.

Serve as a primary business and operations partner for the move from Genesys Engage to Genesys Cloud CX, keeping the migration tied to Customer Operations priorities and the intended customer and employee experience.

Shape the order in which each line of business moves to Genesys Cloud CX, balancing operational readiness, call volume, regulatory commitments, and cutover risk.

Lead the review of current routing, IVR, self-service, and agent workflows, and decide what to redesign, simplify, or retire rather than move as-is.

Make sure business requirements, acceptance criteria, and success measures are defined for each migration wave, and lead business acceptance alongside Contact Center leadership.

Establish product vision, scope, business requirements, acceptance criteria, business ownership, roadmaps, and success measures.

Use customer feedback, employee insights, operational data, analytics, and research to guide product decisions.

Balance customer value, employee experience, operational need, risk, regulatory commitments, technical debt, cost, and delivery capacity.

AI Solution Partnership and Lifecycle Shape customer and employee AI use cases and partner with Gigawatt teams that lead development of underlying AI solutions.

Lead business participation in experimentation, proofs of concept, prompt and conversation-design requirements, user evaluation, and business acceptance.

Partner in data and knowledge readiness, human review and escalation design, responsible-use assessments, output-quality monitoring, solution-performance monitoring, and ongoing tuning.

Define adoption, process integration, business controls, expected outcomes, and criteria for…