Senior IT Solution Lead at Xcel Energy in Denver Metropolitan Area | USD109,500-155,500 | Kablio

Role

Description

ivr ops

incident mgmt

root cause

disaster recovery

kpi monitoring

solution delivery

Subject Matter Expertise: Stay abreast of industry and technology trends to continuously improve solution delivery practices and customer satisfaction.
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.
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.
Ensure disaster recovery readiness and business continuity plans for IVR services.
Lead root cause analysis (RCA) and implement corrective actions; maintain robust change management processes (MOPs, rollback strategies) to minimize risk.
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.
Oversee incident management: activate IVR bypass modes, coordinate vendor and IT response, and ensure timely customer-safe messaging during outages or degradations.
Serve as the primary business owner for IVR operations, ensuring day-to-day stability and performance.
Monitor IVR KPIs (containment, FCR, CSAT) and proactively address performance gaps through vendor coordination and internal teams.
Manage support escalations with vendors and internal teams, ensuring SLAs are met and issues are resolved quickly.

Requirements

agile

ivr

aceyus

verint

bachelor's

5+ years

Demonstrated ability to recommend innovative solutions to support complex business requirements.
Skilled in Agile methodologies: backlog grooming, sprint planning, and release management.
Strong experience partnering with business units (Customer Care, Resource Management) to gather requirements, prioritize backlog, and translate customer needs into actionable features.
Bachelor's degree in technology, Science, Business or related field, or 4 years of experience equivalent to the position.
5+ years in product management or product ownership and or daily IVR Operations management for enterprise customer experience solutions, ideally in contact center/IVR environments.
Expertise in technical, functional, and operational details of respective solutions.
Experience using analytics and reporting tools (e.g., Aceyus, Verint) to monitor IVR performance, identify gaps, and drive continuous improvement.
Skilled at facilitating cross-functional alignment between operations, IT, vendors, and leadership; comfortable leading steering committees and presenting to leadership.
Experience with strategic planning, demand management, execution, and operation of IT solutions.
Ten years of related functional experience.
Excellent Relationship Management and collaboration skills, with a track record of working as one team cross-organizationally to drive innovation and business results.
In-depth expertise on core IT components within the respective domain.
Demonstrated ability to build functional and technical subject matter expertise, process and tools expertise, and drive consistency in processes.
Familiarity with IVR platforms and ecosystems (Avaya, Genesys, Nuance, LumenVox, Verint, Aceyus) to guide vendor deliverables and evaluate solution options—without needing to code.
Excellent problem-solving skills.
Ability to drive continuous improvement through lean, agile, six sigma.
Experience with contract and vendor management.
Ability to assess integration impacts (API connectivity, security, compliance) and make informed trade-off decisions documented in Architecture Decision Records (ADR).
Excellent communication skills, effective with varying organizational levels and skill set, and ability to translate between technical and non-technical concepts.
Demonstrated in depth knowledge of end-to-end process and system capabilities, industry standards and emerging technologies and methods.
Proven ability to execute an IVR product roadmap, aligning releases to business objectives, CX metrics (FCR, CSAT), and regulatory requirements.
Experience with Project or Product delivery practices, including SDLC, Agile and Waterfall.
Knowledge of change management best practices (MOPs, rollback strategies) and ability to ensure safe deployments through vendor coordination and operational readiness.
Comfortable defining KPIs, interpreting dashboards, and using insights to prioritize enhancements.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1909

Year Established

The company has a history spanning over a century, demonstrating its long-standing presence in the energy sector.

hidden炳 Renewable energy solutions, including wind and solar power.
hidden炳 Reducing carbon emissions and increasing clean energy generation.
hidden炳 Large-scale renewable projects like the Rush Creek Wind Project in Colorado.
hidden炳 Service offerings cover residential, commercial, and industrial energy needs with an emphasis on sustainability.
hidden炳 Leader in energy efficiency programs, helping customers reduce consumption and costs.
hidden炳 Innovates in the energy sector, balancing economic and environmental goals.

Culture + Values

90% Reduction

CO2 Emissions

Achieved a significant reduction in carbon dioxide emissions through sustainable practices and energy efficiency initiatives.

20 Hours

Employee Training

Provides employees with 20 hours of annual training focused on professional development and personal growth opportunities.

Fosters a culture of innovation and creativity.
Encourages open communication and collaboration.
Values diversity and inclusion within the workplace.
Supports community engagement and corporate social responsibility.

Environment + Sustainability

57% reduction

Carbon emissions from electricity

Achieved a 57% reduction in carbon emissions from 2005 levels as of early 2025.

1.5 million EVs

Electric vehicles enabled by 2030

Plans to enable 1.5 million electric vehicles by 2030 as part of broader sustainability goals.

$45 billion investment

In renewable energy projects

Investing $45 billion in generation, transmission, and other clean energy projects over five years (2024–2029).

54% carbon-free energy

In 2023

Achieved a 54% share of carbon-free energy in 2023, contributing to long-term sustainability goals.

Plans for zero-carbon fleet and enhanced EV charging infrastructure by 2030/2035 include enabling 1.5 million electric vehicles and achieving $1/gallon equivalent fuel savings for customers.
Investing in 4,000 MW+ of new wind and solar capacity by 2032, with all coal plants retiring by 2030 and nuclear energy extended until 2040.
Developing battery storage technologies, such as a 10 MW iron-air battery, and piloting innovative solutions like hydrogen, RNG, heat pumps, and smart water heaters.
Built a network of ~750 high-speed public EV charging stations in Minnesota and Wisconsin by 2026, alongside a home charger installation program to support widespread EV adoption.

Inclusion & Diversity

Articles

Careers at Xcel Energy

Xcel Energy Innovation

Role

Description

ivr ops

incident mgmt

root cause

disaster recovery

kpi monitoring

solution delivery

Subject Matter Expertise: Stay abreast of industry and technology trends to continuously improve solution delivery practices and customer satisfaction.
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.
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.
Ensure disaster recovery readiness and business continuity plans for IVR services.
Lead root cause analysis (RCA) and implement corrective actions; maintain robust change management processes (MOPs, rollback strategies) to minimize risk.
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.
Oversee incident management: activate IVR bypass modes, coordinate vendor and IT response, and ensure timely customer-safe messaging during outages or degradations.
Serve as the primary business owner for IVR operations, ensuring day-to-day stability and performance.
Monitor IVR KPIs (containment, FCR, CSAT) and proactively address performance gaps through vendor coordination and internal teams.
Manage support escalations with vendors and internal teams, ensuring SLAs are met and issues are resolved quickly.

Requirements

agile

ivr

aceyus

verint

bachelor's

5+ years

Demonstrated ability to recommend innovative solutions to support complex business requirements.
Skilled in Agile methodologies: backlog grooming, sprint planning, and release management.
Strong experience partnering with business units (Customer Care, Resource Management) to gather requirements, prioritize backlog, and translate customer needs into actionable features.
Bachelor's degree in technology, Science, Business or related field, or 4 years of experience equivalent to the position.
5+ years in product management or product ownership and or daily IVR Operations management for enterprise customer experience solutions, ideally in contact center/IVR environments.
Expertise in technical, functional, and operational details of respective solutions.
Experience using analytics and reporting tools (e.g., Aceyus, Verint) to monitor IVR performance, identify gaps, and drive continuous improvement.
Skilled at facilitating cross-functional alignment between operations, IT, vendors, and leadership; comfortable leading steering committees and presenting to leadership.
Experience with strategic planning, demand management, execution, and operation of IT solutions.
Ten years of related functional experience.
Excellent Relationship Management and collaboration skills, with a track record of working as one team cross-organizationally to drive innovation and business results.
In-depth expertise on core IT components within the respective domain.
Demonstrated ability to build functional and technical subject matter expertise, process and tools expertise, and drive consistency in processes.
Familiarity with IVR platforms and ecosystems (Avaya, Genesys, Nuance, LumenVox, Verint, Aceyus) to guide vendor deliverables and evaluate solution options—without needing to code.
Excellent problem-solving skills.
Ability to drive continuous improvement through lean, agile, six sigma.
Experience with contract and vendor management.
Ability to assess integration impacts (API connectivity, security, compliance) and make informed trade-off decisions documented in Architecture Decision Records (ADR).
Excellent communication skills, effective with varying organizational levels and skill set, and ability to translate between technical and non-technical concepts.
Demonstrated in depth knowledge of end-to-end process and system capabilities, industry standards and emerging technologies and methods.
Proven ability to execute an IVR product roadmap, aligning releases to business objectives, CX metrics (FCR, CSAT), and regulatory requirements.
Experience with Project or Product delivery practices, including SDLC, Agile and Waterfall.
Knowledge of change management best practices (MOPs, rollback strategies) and ability to ensure safe deployments through vendor coordination and operational readiness.
Comfortable defining KPIs, interpreting dashboards, and using insights to prioritize enhancements.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1909

Year Established

The company has a history spanning over a century, demonstrating its long-standing presence in the energy sector.

hidden炳 Renewable energy solutions, including wind and solar power.
hidden炳 Reducing carbon emissions and increasing clean energy generation.
hidden炳 Large-scale renewable projects like the Rush Creek Wind Project in Colorado.
hidden炳 Service offerings cover residential, commercial, and industrial energy needs with an emphasis on sustainability.
hidden炳 Leader in energy efficiency programs, helping customers reduce consumption and costs.
hidden炳 Innovates in the energy sector, balancing economic and environmental goals.

Culture + Values

90% Reduction

CO2 Emissions

Achieved a significant reduction in carbon dioxide emissions through sustainable practices and energy efficiency initiatives.

20 Hours

Employee Training

Provides employees with 20 hours of annual training focused on professional development and personal growth opportunities.

Fosters a culture of innovation and creativity.
Encourages open communication and collaboration.
Values diversity and inclusion within the workplace.
Supports community engagement and corporate social responsibility.

Environment + Sustainability

57% reduction

Carbon emissions from electricity

Achieved a 57% reduction in carbon emissions from 2005 levels as of early 2025.

1.5 million EVs

Electric vehicles enabled by 2030

Plans to enable 1.5 million electric vehicles by 2030 as part of broader sustainability goals.

$45 billion investment

In renewable energy projects

Investing $45 billion in generation, transmission, and other clean energy projects over five years (2024–2029).

54% carbon-free energy

In 2023

Achieved a 54% share of carbon-free energy in 2023, contributing to long-term sustainability goals.

Plans for zero-carbon fleet and enhanced EV charging infrastructure by 2030/2035 include enabling 1.5 million electric vehicles and achieving $1/gallon equivalent fuel savings for customers.
Investing in 4,000 MW+ of new wind and solar capacity by 2032, with all coal plants retiring by 2030 and nuclear energy extended until 2040.
Developing battery storage technologies, such as a 10 MW iron-air battery, and piloting innovative solutions like hydrogen, RNG, heat pumps, and smart water heaters.
Built a network of ~750 high-speed public EV charging stations in Minnesota and Wisconsin by 2026, alongside a home charger installation program to support widespread EV adoption.

Inclusion & Diversity

Articles

Careers at Xcel Energy

Xcel Energy Innovation