Avaya is hiring a Federal Accounts Sales Engineer (Sales Engineer III) to act as the primary technical driver accelerating the adoption of our modern, open, and cloud-based Customer Experience solutions. In this role, you will support a very large Federal client, translating the complex capabilities of our CCaaS (Contact Center as a Service), Omnichannel, AI/ML, and Intelligent Orchestration portfolio into tangible business outcomes.
What You'll Do
- Lead 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.
- Create, customize, and deliver compelling product demonstrations and Proof of Concepts (PoCs) illustrating business value and showcasing integrations with core business applications (CRM, WFO, ERP).
- Act as a 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).
- Maintain expert-level knowledge of the CCaaS competitive landscape (e.g., Genesys, NICE CXone, Amazon Connect) and effectively position Avaya’s differentiation.
What We're Looking For
- Minimum of 8 years in a technical pre-sales, solution consulting, or solution architecture role.
- At least 5 years specifically focused on the CCaaS/SaaS/Cloud contact center market.
- Prior Federal experience is required. A security clearance is preferred.
- Deep, hands-on experience designing and presenting modern cloud contact center reference architectures, including knowledge of microservices, global multi-region deployments, and consumption models.
- 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).
- Expertise in mapping and designing end-to-end customer journeys that leverage digital channels and maintain context across channels and systems.
- Strong understanding of RESTful APIs, Webhooks, and CPaaS concepts, with the ability to discuss business application integrations (Salesforce, ServiceNow, etc.) with technical teams.
- Practical knowledge of building and demonstrating sophisticated, data-driven workflows using orchestration tools or low-code/no-code platforms.
- Exceptional communication, presentation, and whiteboarding skills, with the ability to simplify complex technical concepts for C-level audiences.
Nice to Have
- Practical experience or strong familiarity with heritage Avaya on-premise portfolio, including Avaya Aura (CM, SM, SMGR), Elite, and relevant applications.
- Basic familiarity with scripting languages (e.g., JavaScript, Python) or development environments to rapidly prototype and demonstrate integration capabilities.
- Relevant cloud certifications (e.g., AWS, Azure) or specialized CCaaS vendor certifications.
- Willingness to travel to support business as required, averaging twice per month for two to three nights.
Technical Stack
- CCaaS, Omnichannel, AI/ML, Intelligent Orchestration
- CRM, WFO, ERP, RESTful APIs, Webhooks, CPaaS
- Conversational AI, NLP, Salesforce, ServiceNow
Work Mode
This is a hybrid position open to candidates in Texas, Arizona, New Mexico, and Tennessee.
Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value. 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.
