Customer Solutions Specialist Jobs in Ohio

Job Posting End Date

10-12-2026

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

Job Summary

The Sr Architect Staff, Customer Digital Solutions defines and governs the technology architecture, capability strategy, AI-enabled delivery model, and multi-year roadmap for the Customer Digital Platforms portfolio. This leader connects business strategy, customer experience, product direction, enterprise architecture, engineering practices, and portfolio execution across web, mobile, chat, call center technology, and Gigawatt Customer.

A central responsibility is defining, implementing, and continuously improving an AI-Driven Development Lifecycle (AI-DLC). The AI-DLC embeds AI across inception, architecture, construction, testing, deployment, production operations, and continuous learning while maintaining clear human accountability for quality, security, risk, architecture, and production decisions.

The Sr Architect Staff works in close partnership with Product, Engineering, DevSecOps, Security, Observability, Operations, Enterprise Architecture, and business stakeholders to create one connected, secure, resilient, and continuously improving customer technology ecosystem.

Job Description

What you’ll do:

Essential Job Functions & Tasks

Portfolio and Channel Scope

• Web and authenticated customer digital experiences.
• Mobile applications and mobile-first capabilities.
• Chat, virtual assistant, messaging, and conversational experiences.
• Call center platforms, agent experiences, routing, analytics, integrations, and supporting technology.
• Gigawatt Customer, including its unified customer foundation and AI-native customer capabilities.
• Shared identity, data, API, integration, cloud, security, CI/CD, observability, and platform services connecting the channels.

Key Responsibilities:

AI-Driven Development Lifecycle Leadership

• Define, implement, and continuously improve a portfolio-wide AI-DLC spanning inception, construction, deployment, production operations, and learning.
• Establish how AI supports business-intent elaboration, requirements, architecture, design, task decomposition, code and test generation, deployment, observability, incident response, and knowledge reuse.
• Create architecture guardrails, approved patterns, quality gates, evaluation practices, controls, and human decision points for safe and reliable AI-enabled delivery.
• Align Product, Architecture, Engineering, Testing, Security, DevSecOps, Observability, Operations, Risk, and vendor teams around common AI-DLC roles, artifacts, ceremonies, measures, and accountabilities.
• Build reusable context across architecture decisions, domain models, code, tests, telemetry, and incident learnings so each lifecycle stage improves the next.
• Measure AI-DLC effectiveness through business value, cycle time, quality, production stability, security, developer experience, reuse, and adoption.
• Pilot, refine, and scale AI-DLC practices across web, mobile, chat, call center technology, and Gigawatt Customer.

DevSecOps, CI/CD, and Observability Partnership

• Partner with the DevSecOps team to define and implement portfolio-wide CI/CD, automation, security, quality, and release standards that operationalize the AI-DLC.
• Ensure AI-DLC practices integrate with source control, software delivery pipelines, automated testing, security scanning, infrastructure as code, release governance, and deployment processes.
• Collaborate with DevSecOps, Engineering, Security, and Operations to establish reusable pipeline patterns, platform capabilities, self-service automation, and engineering guardrails.
• Partner with the Observability team to define end-to-end telemetry, logging, metrics, tracing, alerting, service-level objectives, customer journey monitoring, and operational health standards.
• Establish visibility across web, mobile, chat, call center technology, Gigawatt Customer, integrations, APIs, data services, and supporting platforms.
• Create closed feedback loops that use production telemetry, customer behavior, reliability measures, release outcomes, and incident learnings to improve architecture and delivery practices.
• Drive measurable improvements in deployment frequency, lead time for change, change failure rate, time to detect, time to restore, platform resilience, and delivery effectiveness.
• Ensure architecture decisions include deployment, operability, supportability, observability, security, and recovery requirements from the beginning of the lifecycle.

Portfolio Strategy and Architecture Leadership

• Develop and maintain a consolidated capability map and integrated multi-year roadmap for the customer technology ecosystem.
• Define current-state, transition-state, and target-state architecture across channels, platforms, data, APIs, integrations, identity, and operations.
• Translate business strategy and customer experience objectives into architecture direction, investment priorities, and executable plans.
• Lead architecture reviews and decision governance for significant initiatives and cross-channel changes.
• Establish reusable patterns, reference architectures, domain boundaries, integration approaches, and technology standards.
• Drive modernization, simplification, platform reuse, technology rationalization, lifecycle planning, and technical debt reduction.
• Guide convergence of customer data, context, history, intent, and next-best actions across digital and assisted-service channels.

Business, Product, and Stakeholder Engagement

• Partner with business, product, experience, and operations leaders to understand customer needs, strategic initiatives, and desired outcomes.
• Facilitate capability planning, roadmap development, architecture visioning, and investment trade-off discussions.
• Present portfolio strategy, AI-DLC progress, engineering enablement, architecture direction, dependencies, and technology risks to senior leadership.
• Serve as a trusted advisor who translates between customer journeys, business priorities, product direction, technology decisions, and delivery constraints.

Investment and Portfolio Governance

• Develop business cases, technology options, investment recommendations, and modernization proposals.
• Evaluate investments based on strategic alignment, customer impact, value, risk reduction, architecture fit, operational sustainability, and total cost.
• Support annual planning, capital forecasting, vendor strategy, and portfolio budgeting.
• Manage cross-program dependencies, sequencing, constraints, architecture exceptions, and readiness decisions.
• Track roadmap progress, value realization, technology health, lifecycle risk, AI-DLC adoption, and engineering maturity.

People and Organizational Leadership

• Build and lead a high-performing team of architects, planners, analysts, and architecture governance professionals as needs evolve.
• Create strong partnerships across Product, UX, Engineering, Testing, DevSecOps, Observability, Operations, Security, Infrastructure, Data, Architecture, and business teams.
• Mentor leaders and architects in systems thinking, AI-enabled delivery, modern engineering, architecture decisions, and portfolio disciplines.
• Promote customer focus, safety, accountability, innovation, collaboration, and continuous improvement.

Decision Rights and Accountability

• Own the customer digital capability map, target-state architecture, integrated channel roadmap, and modernization direction.
• Own the portfolio AI-DLC operating model, architecture guardrails, adoption roadmap, and performance measures.
• Jointly define with DevSecOps and Observability leaders the portfolio standards for CI/CD, automated controls, telemetry, operational readiness, and production feedback loops.
• Define where AI may recommend, generate, validate, automate, or act, and where human review and approval remain required.
• Recommend investment priorities, sequencing, technology standards, and architecture trade-offs.
• Approve or escalate significant architecture decisions and exceptions within the defined governance model.

Success Measures

• Adoption and measurable effectiveness of the AI-DLC across the portfolio.
• Improved idea-to-production flow, quality, operational learning, and reuse without weakening security, resilience, compliance, or human accountability.
• Measurable improvement in deployment frequency, lead time for change, change failure rate, time to detect, time to restore, and platform resilience.
• Consistent customer experiences and reusable capabilities across web, mobile, chat, call center technology, and Gigawatt Customer.
• End-to-end observability of critical customer journeys, applications, integrations, and supporting services.
• Reduction in technical debt, duplicate capabilities, unnecessary complexity, unsupported technologies, and manual delivery controls.
• Executive and stakeholder confidence in portfolio direction, architecture decisions, engineering maturity, and delivery readiness.

What We're Looking For:

• Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or a related field, or an equivalent combination of education and relevant experience.
• Approximately 12 or more years of relevant technology experience, including sustained leadership in enterprise or portfolio architecture, digital platforms, technology strategy, software delivery transformation, or large-scale modernization.
• Demonstrated experience defining or transforming delivery practices with AI across planning, architecture, engineering, testing, deployment, and operations.
• Strong knowledge of enterprise, domain, solution, integration, data, security, cloud, application, and operational architecture.
• Working knowledge of DevSecOps, CI/CD, automated testing, infrastructure as code, observability, reliability engineering, and modern production operations.
• Experience developing multi-year roadmaps, business cases, modernization strategies, and investment recommendations.
• Ability to influence across organizational boundaries and communicate effectively with senior business and technology leaders.

Preferred

• Experience with customer web, mobile, identity, CRM, contact center, conversational AI, digital communications, analytics, integration, and AI-native platforms.
• Experience with product operating models, Agile portfolio management, cloud platforms, API-first architecture, DevSecOps, observability, and platform engineering.
• Relevant architecture, AI, engineering, DevSecOps, or cloud certifications.
• Experience building an architecture practice and developing senior technical talent.
• Utility or other highly regulated industry experience is a bonus.

Initial Priorities

• Define the target AI-DLC, including phases, roles, artifacts, quality gates, human decision points, tooling principles, and measures.
• Establish with DevSecOps and Observability teams a joint roadmap for CI/CD maturity, automated controls, developer enablement, telemetry, customer journey monitoring, and operational feedback loops.
• Pilot and refine the AI-DLC within selected customer platform initiatives, then create a repeatable approach for broader adoption.
• Create an integrated channel architecture and capability roadmap spanning web, mobile, chat, call center technology, and Gigawatt Customer.
• Develop current-state and target-state application, data, integration, delivery pipeline, and observability views.
• Create an executive-ready portfolio view connecting strategy, investments, dependencies, architecture, AI-DLC progress, engineering health, outcomes, and decisions.

What You'll Get:

• Base salary
• Annual bonus
• Long-term incentive
• 401(k) match
• AEP Pension
• Comprehensive benefits package designed to support and enhance the overall well-being of employees.

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:

SP20-011

Compensation Range:

$160,434.00 - $208,565.50

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.

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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.