Sales Engineer, West Coast

Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections. They are seeking a highly accomplished Sales Engineer to lead technical discovery and design for CCaaS solutions while driving adoption of modern cloud-based customer experience solutions.

Responsibilities:

• Lead the technical discovery and design of complex, large-scale CCaaS solutions, ensuring seamless integration of voice and digital channels (chat, email, social, messaging)
• 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
• 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)
• 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
• Maintain expert-level knowledge of the CCaaS competitive landscape (e.g., Genesys, NICE CXone, Amazon Connect) and effectively position Avaya’s differentiation

Requirements:

• Experience: Minimum of 10 years in a technical pre-sales, solution consulting, or solution architecture role, with at least 6 years specifically focused on CCaaS/SaaS/Cloud contact center market
• 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
• Channel Sales Experience
• Education: Bachelor degree or equivalent experience in Computer Science or Electrical Engineering
• Must maintain all relevant certifications
• Multiple industry and vendor certifications such as Microsoft, Cisco or Genesys
• 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