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(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.
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Job Information
Job Code: 00178897
Job Family: Professional Consulting
Job Function: APS Technical

We are seeking a highly skilled and experienced Avaya Cloud Solutions Consultant to join our professional services team. This role is pivotal in guiding our customers through the successful deployment and configuration of cutting-edge cloud-based Contact Center solutions. The ideal candidate will possess a deep blend of technical expertise, consultative skills, and a proven track record in delivering complex enterprise communication projects.
Key responsibilities include:

• Customer Consultation & Design: Lead consultation sessions with customers to understand their business requirements, operational workflows, and strategic objectives for their Contact Center environment.
• Solution Deployment & Configuration: Execute the end-to-end deployment and meticulous configuration of Avaya Cloud Contact Center solutions, ensuring alignment with design specifications and best practices.
• Workflow Optimization: Design, create, and implement advanced Contact Center workflows, utilizing features such as call routing, and omnichannel interactions to maximize efficiency and customer experience.
• Technology Integration: Oversee the integration of various communication technologies, specifically focusing on SIP trunking and SMS gateways, within the cloud Contact Center framework.
• AI Implementation: Advise on and configure emerging technologies, including Artificial Intelligence (AI) and Natural Language Understanding (NLU) capabilities, to enhance customer self-service and agent assistance.
• Performance Analytics: Define and validate reporting requirements, leveraging a deep understanding of analytics to ensure accurate performance monitoring and actionable insights. This includes preparing data for and utilizing tools like Power BI.
• Documentation & Training: Produce comprehensive technical documentation, including design documents, configuration guides, and operational procedures. Provide knowledge transfer and training to customer teams.

Key Skills and Qualifications

• Contact Center Expertise: Proven, in-depth experience in Contact Center consultation, solution design, and deployment within an enterprise environment.
• Cloud Platform Knowledge: Direct experience deploying and configuring Avaya Cloud Contact Center solutions (e.g., Avaya Experience Platform (AXP)).
• Technical Communication Protocols: Strong working knowledge of SIP (Session Initiation Protocol) and SMS messaging integration.
• Workflow Design: Expert ability to design, implement, and optimize complex Contact Center call and interaction flows.
• Analytics Proficiency: A strong understanding of Contact Center key performance indicators (KPIs) and a deep, practical knowledge of data visualization and reporting tools, particularly Power BI.
• Emerging Technologies: Practical experience with or strong conceptual knowledge of applying AI and machine learning to customer experience solutions.
• Communication: Excellent verbal and written English communication skills, suitable for detailed technical documentation, professional presentations, and executive-level consulting.

Location and Work Environment
This position offers the flexibility of a remote work arrangement. Alternatively, candidates may opt to work from a company office location, provided local office space and resources are available.
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Experience
5 - 8 Years of Experience
Education
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.

Skills Required