Job Description

About Avaya

Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity™ platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections – with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.

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Position Description

A vaya is shifting the global enterprise customer experience (CX) landscape toward a unified, AI-
driven, and open cloud architecture. We are seeking a highly accomplished Sales Engineer III to
be a primary technical driver in accelerating our portfolio adoption focused on
CCaaS (Contact Center as a Service), Omnichannel, AI/ML, Intelligent Orchestration, and
Business Application Integration.

This role is for a strategic technologist and storyteller who can translate complex, multi-modal
capabilities into tangible business outcomes. While foundational knowledge of legacy
communications platforms is beneficial, success in this role is fundamentally tied to
demonstrating expertise and driving adoption of our modern, open, and cloud-based CX
solutions.

Key Responsibilities 

The successful candidate will spend approximately 80% of their time focused on the strategic
CCaaS, AI, and Orchestration portfolio, and 20% on migration strategies from legacy
environments. This role will support a very large Federal client with multiple sites.

· 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.

Desired Differentiators 

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.

Travel Requirements : Willingness to travel to support business as required averaging 2x per
month for 2-3 nights.

This position is virtual with location preferences: Texas, Arizona, New Mexico or Tennessee 

#LI-CM1

Experience

8 - 10 Years of Experience

Education

Bachelor degree or equivalent experience in Engineering or Computer Science

Preferred Certifications

Multiple industry and vendor certifications such as Microsoft, Cisco or Genesys

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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.

Job Tags

For contractors, Work at office, Visa sponsorship, Shift work, Night shift

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