CX Systems Engineering 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 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.

Job Description

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.

CX Architecture and Roadmap
· 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.

Contact Center Platforms
· 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.

AI and Automation (with Gigawatt)
· 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.

Integration and Engineering
· 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…