Cloud Solutions Consultant

About Avaya

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

The Avaya Infinity™ 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 Description

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 Skill and Qualificatons

• 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