Senior IT Solution Lead

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of Do you want a workplace that will challenge you and offer you opportunities to learn and grow A position at Xcel Energy could be just what youre looking for.

Position Summary

The Senior IT Solution Lead is responsible for leading work within or across end-to-end solution lifecycle. They provide IT expertise vision and work direction to achieve strategic initiatives customer and operational needs portfolio health and business outcomes. They provide in-depth knowledge of the business needs processes and corresponding solutions. They provide technical leadership and coordination cross-organizationally to ensure solutions align with architecture and IT strategy. They are a key contact to business customer and stakeholder groups for their respective domain helping ensure business needs and corresponding value and risk are well represented.

Essential Responsibilities

• Relationship Management: Partner with business areas customers and other stakeholders to understand needs and opportunities. Establish and maintain collaborative partnership with internal partners. Provide coaching and work direction to less experienced team members.
• Solution Delivery: Lead efforts in end-to-end solution lifecycle from strategic planning through demand management delivery lifecycle activities and operation. Ensure solutions drive great user experience and operational performance. Drive speed to deployments and continuous delivery to meet changing customer and stakeholder needs.
• Strategy & Planning: Lead efforts to understand operational health customer satisfaction and total cost of operation and build awareness of opportunities and risks. Represent business partners/stakeholders in strategic planning and investment prioritization.
• Operations Management: Drive alignment with stakeholders on maintenance activities and schedules. Ensure delivery practices uphold continuous integration of operational functions. Provide escalated support as needed to drive restoration of service disruptions.
• Subject Matter Expertise: Stay abreast of industry and technology trends to continuously improve solution delivery practices and customer satisfaction.

Minimum Requirements

• Ten years of related functional experience.
• Bachelors degree in technology Science Business or related field or 4 years of experience equivalent to the position.
• Excellent communication skills effective with varying organizational levels and skill set and ability to translate between technical and non-technical concepts.
• Excellent Relationship Management and collaboration skills with a track record of working as one team cross-organizationally to drive innovation and business results.
• Experience with Project or Product delivery practices including SDLC Agile and Waterfall.
• Demonstrated ability to recommend innovative solutions to support complex business requirements.
• Ability to drive continuous improvement through lean agile six sigma.
• Demonstrated in depth knowledge of end-to-end process and system capabilities industry standards and emerging technologies and methods.
• Expertise in technical functional and operational details of respective solutions.
• Excellent problem-solving skills.
• Demonstrated ability to build functional and technical subject matter expertise process and tools expertise and drive consistency in processes.
• Experience with strategic planning demand management execution and operation of IT solutions.
• Experience with contract and vendor management.
• In-depth expertise on core IT components within the respective domain.

Preferred Requirements

Business & Stakeholder Engagement

• Strong experience partnering with business units(Customer Care Resource Management) to gather requirements prioritize backlog and translate customer needs into actionable features.
• Skilled at facilitating cross-functional alignmentbetween operations IT vendors and leadership; comfortable leading steering committees and presenting to leadership.
• 5 years in product management or product ownershipand or daily IVR Operations management for enterprise customer experience solutions ideally in contact center/IVR environments.
• Proven ability to execute an IVR product roadmap aligning releases to business objectives CX metrics (FCR CSAT) and regulatory requirements.
  

Vendor & Technology Oversight

• Familiarity with IVR platforms and ecosystems(Avaya Genesys Nuance LumenVox Verint Aceyus) to guide vendor deliverables and evaluate solution optionswithout needing to code.
• Ability to assess integration impacts(API connectivity security compliance) and make informed trade-off decisions documented in Architecture Decision Records (ADR).
  

Data-Driven Decision Making

• Experience using analytics and reporting tools(e.g. Aceyus Verint) to monitor IVR performance identify gaps and drive continuous improvement.
• Comfortable defining KPIs interpreting dashboards and using insights to prioritize enhancements.
  

Governance & Risk Management

• Knowledge of change management best practices(MOPs rollback strategies) and ability to ensure safe deployments through vendor coordination and operational readiness.
• Skilled in Agile methodologies: backlog grooming sprint planning and release management.
  

Operational Oversight & Support

• Serve as theprimary business owner for IVR operations ensuring day-to-day stability and performance.
• MonitorIVR KPIs(containment FCR CSAT) and proactively address performance gaps through vendor coordination and internal teams.
• Overseeincident management: activate IVR bypass modes coordinate vendor and IT response and ensure timely customer-safe messaging during outages or degradations.
• Leadroot cause analysis (RCA)and implement corrective actions; maintain robustchange management processes(MOPs rollback strategies) to minimize risk.
• Ensuredisaster recovery readinessand business continuity plans for IVR services.
• Managesupport escalationswith vendors and internal teams ensuring SLAs are met and issues are resolved quickly.

As a leading combination electricity and natural gas energy company Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy we strive to be the preferred and trusted provider of the energy our customers need. If youre ready to be a part of something big we invite you to join our team.

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