Role Description Avaya has shifted the global enterprise customer experience (CX) landscape toward a unified, AI-driven, and open cloud architecture. We are seeking a highly accomplished Solution Engineer to be a primary technical driver in accelerating our Infinity platform 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. 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. - 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. Qualifications - Experience: Minimum of 8 years in a technical pre-sales, solution consulting, or solution architecture role, with 5+ years of CCaaS/SaaS/Cloud contact center experience (Genesys, NICE, 8x8, Five9, Talkdesk, Calabrio, etc). - 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. - Languages: Local languages and English are required. Requirements - 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. - 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. Benefits - Please note: No sponsorship is available for this position. Company Description 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's right to alter the duties and responsibilities of this position at any time for any reason.