Job Description

About Avaya

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



The Avaya Infinity(TM) 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.



Learn more at https://www.avaya.com

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The AI Business Process Automation Manager will drive transformation across Avaya's Service functions by identifying productivity and CSAT (Customer Satisfaction) improvement opportunities and delivering AI?based automation. You will partner with Service leadership, IT and cross-functional teams to design, build, and roll out solutions leveraging Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), prompting, Agentic automation and close?coupled API integrations--all grounded in best practices like MCP (Model Context Protocol) and A2A (Agent?to?Agent Protocol), including support via Google AgentSpace. Python proficiency is essential. Experience with AI deployments and ServiceNow platform is a plus.





You'll lead the initial wave of AI?enabled automation for items such as:




Project Information Collection & Validation General Troubleshooting Support Automatically generated Service Request Notes Drafting Auto Knowledge Articles This is a high-impact role where you will shape how Avaya leverages AI to create measurable efficiency and elevate customer experience.

Key Responsibilities

Process Discovery & Analysis: + Work across Service functions (e.g. Support Escalation, Service Desk, Knowledge Management) to uncover recurring tasks, bottlenecks, and CX pain points.
+ Define automation and AI use cases with quantifiable ROI and improved CSAT.
Solution Design & Strategy: + Architect end?to?end AI-powered workflows leveraging LLMs, RAG models, Agentic approaches, MCP and A2A protocols.
+ Determine data sources, integration touchpoints, and API?based flows across systems.
Implementation & Delivery: + Lead cross?functional projects with IT, ServiceNow, data engineering, and UX teams.
+ Develop Python-based automation components or work with partners to build solutions.
+ Oversee pilots, iterate based on feedback, and scale successful deployments.
Governance & Quality Assurance: + Ensure ethical, secure and compliant model usage (e.g. in prompting and context management).
+ Monitor performance, accuracy, and adoption metrics; implement feedback loops for continuous improvement.
Change Management & Enablement: + Collaborate with operations, training, and knowledge teams to enable adoption and user readiness.
+ Create documentation, run training sessions, and support communications and roll-out plans.
Vendor & Partner Engagement: + Evaluate and manage third-party AI platform providers or consulting partners as needed.
+ Stay current on emerging AI technologies (e.g. Google AgentSpace integrations, RAG frameworks) to bring innovative ideas to Avaya.

Qualifications

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Education & Experience + Bachelor's or Master's degree in Computer Science, Engineering, Data Science, or related field.
+ 5+ years in business process improvement, automation, or AI-enabled delivery roles.
+ Prior experience implementing AI systems (LLMs, RAG, prompting workflows, agents) in a service operations context is preferred.
Technical Skills + Strong understanding of AI concepts: LLMs, RAG models, prompting, memory/context strategies (MCP), multi-agent workflows (A2A).
+ Hands?on in Python scripting for automation and orchestration.
+ Familiar with API?first design and tying systems (ServiceNow, ticketing systems, CRMs, knowledge bases) together.
+ Bonus: experience with Google AgentSpace or similar agent orchestration platforms.
Platform Experience + ServiceNow experience a strong advantage: building workflows, integrations, knowledge articles, and automating request flows.
Soft Skills + Excellent collaboration and stakeholder management across Service, IT, Knowledge, Operations.
+ Strong analytical mindset and data?driven approach to process mapping and ROI modeling.
+ Exceptional communication, able to translate complex AI topics into business value.
+ Self?starter, agile, and able to adapt in evolving, fast?paced environments.



#LI-CS1

Experience

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5 - 8 Years of Experience

Education

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Bachelor degree or equivalent experience

Preferred Certifications

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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.