Responsibilities
- Solution Architecture & Design (CCaaS/Omnichannel): Lead the technical discovery and design of complex, large-scale CCaaS solutions, ensuring seamless integration of voice and digital channels (chat, email, social, messaging).
- AI Integration & Orchestration: Architect and present solutions utilizing embedded and third-party AI/ML services for conversational AI, real-time agent assist, sentiment analysis, and intelligent workflow orchestration across the customer journey.
- Demonstration & Proof of Value: Create, customize, and deliver compelling, high-impact product demonstrations and Proof of Concepts (PoCs) that clearly illustrate the business value of our platforms, showcasing integrations with core business applications (CRM, WFO, ERP).
- Technical Expertise & Advocacy: Act as the trusted technical advisor to the sales team and customer executives, guiding discussions on security, compliance, API integration , cloud architecture, and total cost of ownership (TCO) for modern cloud CX solutions.
- Competitive Strategy: Maintain expert-level knowledge of the CCaaS competitive landscape (e.g., Genesys, NICE CXone, Amazon Connect) and effectively position Avaya’s differentiation.
Requirements
- Minimum of 8 years in a technical pre-sales, solution consulting, or solution architecture role, with at least 5 years specifically focused on CCaaS/SaaS/Cloud contact center market. Prior FEDERAL experience required. Security clearance preferred.
- CCaaS Architecture: Deep, hands-on experience designing and presenting modern cloud contact center reference architectures, including knowledge of microservices, global multi-region deployments, and consumption models.
- AI/Intelligent Automation: Proven ability to articulate the value of AI in CX (e.g., self-service containment, agent augmentation, journey analysis) and experience integrating conversational AI solutions (bots, NLP).
- Omnichannel Journey Design: Expertise in mapping and designing end-to-end customer journeys that leverage digital channels and maintain context across channels and systems.
- API/Integration Proficiency: Strong understanding of RESTful APIs, Webhooks, and CPaaS concepts, with the ability to discuss business application integrations (Salesforce, ServiceNow, etc.) with technical teams.
- Orchestration/Workflow: Practical knowledge of building and demonstrating sophisticated, data-driven workflows using orchestration tools or low-code/no-code platforms.
- Executive Presence: Exceptional communication, presentation, and whiteboarding skills, with the ability to simplify complex technical concepts for C-level audiences.
Nice to Have
- Traditional Avaya Stack Knowledge: Practical experience or strong familiarity with heritage Avaya on-premise portfolio, including Avaya Aura (CM, SM, SMGR), Elite, and relevant applications. This knowledge is valuable for advising customers on strategic, phased migration paths to the cloud.
- Scripting/Development: Basic familiarity with scripting languages (e.g., JavaScript, Python) or development environments to rapidly prototype and demonstrate integration capabilities.
- Certifications: Relevant cloud certifications (e.g., AWS, Azure) or specialized CCaaS vendor certifications.
Work Arrangement
Hybrid
Additional Information
- Travel Requirements: Willingness to travel to support business as required averaging 2x per month for 2-3 nights.
