CX Systems Strategy and Solutions Lead

Job description

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 What you’ll do: Genesys Cloud CX Migration 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. Set baselines and track service level, handle time, self-service, reporting continuity, and employee experience before and after migration to show measurable value. What we’re looking for: Education: Bachelor's degree in computer science, information systems, business or related field of study; Or Associate's degree in computer science or related field of study with 2 years of relevant work experience; Or High school diploma/GED with 4 years of relevant work experience. Experience: In addition to any experience required above, 7 years of relevant work experience is required. 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! Compensation Data Compensation Grade: SP20-008 Compensation Range: $98,993.00 - $128,688.00 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. Hear about it first! Get job alerts by email. Log in to your Candidate Home Account today! If you don't have an account, you can create one. 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.