16 days ago
South Africa (city not specified)Senior
Responsibilities
- Lead technical discovery and design for complex, large-scale CCaaS and omnichannel solutions.
- Architect integrations across voice, chat, email, social, messaging, AI/ML services, CRM, WFO, and ERP systems.
- Create and deliver customized product demonstrations and proofs of concept that communicate business value.
- Advise sales teams and customer executives on security, compliance, API integration, cloud architecture, and total cost of ownership.
- Develop and present conversational AI, agent-assist, sentiment-analysis, and intelligent workflow orchestration solutions.
- Design customer journeys that preserve context across digital channels and systems.
- Provide competitive positioning against platforms such as Genesys, NICE CXone, and Amazon Connect.
- Advise customers on phased migration from legacy Avaya environments to cloud solutions.
- Travel as required to support the business.
Requirements
- 8+ years of experience in technical pre-sales, solution consulting, or solution architecture.
- 5+ years of experience with CCaaS, SaaS, or cloud contact centers.
- Hands-on experience designing and presenting modern cloud contact center reference architectures, including global multi-region deployments and consumption models.
- Ability to articulate AI and intelligent automation value in customer experience and integrate conversational AI solutions.
- Expertise in omnichannel journey design and maintaining context across channels and systems.
- Strong understanding of RESTful APIs, Webhooks, CPaaS concepts, and business application integrations such as Salesforce and ServiceNow.
- Practical knowledge of data-driven workflow orchestration and low-code/no-code platforms.
- Exceptional communication, presentation, whiteboarding, and executive engagement skills.
- Local language proficiency and English are required.
- Bachelor’s degree in Computer Science or Electrical Engineering, or equivalent experience.
- Experience with Avaya Aura, CM, SM, SMGR, Elite, or related legacy Avaya applications is desirable.
- Basic familiarity with JavaScript, Python, or development environments for prototyping integrations is desirable.
- Relevant AWS, Azure, or specialized CCaaS vendor certifications are desirable.
Benefits
- South Africa-based position with travel required as needed to support the business.
- No sponsorship is available for this position.
Tech Stack
Categories
Solutions Engineering
About Avaya
Avaya builds enterprise communications and contact-center software delivered as UCaaS, CCaaS, and CPaaS, along with services and devices, for large organizations and government agencies. Its portfolio—including the Avaya Infinity platform—supports cloud, hybrid, and on-prem deployments and modernization of legacy voice systems under subscription and support contracts. Founded in 2000 as a Lucent spinoff and now privately held under Silver Lake, Avaya is headquartered in Morristown, New Jersey and serves customers worldwide.