CX Solution Consultant | South Africa

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.

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

Description

Avaya is transforming enterprise Customer Experience (CX) through Avaya Infinity, an open, AI-powered platform that unifies customer engagement, intelligent orchestration, and enterprise integrations across cloud, hybrid, and on-premises environments.
We are seeking an experienced Senior Solution Consultant to accelerate the adoption of Avaya's next-generation CX solutions while supporting existing enterprise customers through modernization, expansion, and transformation initiatives.
The ideal candidate is a strategic technologist, trusted advisor, and compelling storyteller who combines strong enterprise contact center architecture expertise with modern CCaaS, omnichannel, AI, and integration capabilities, translating complex requirements into innovative solutions and measurable business outcomes.

Key Responsibilities

● Solution Architecture Modernization: Lead technical discovery, solution design, and modernization strategies for complex enterprise contact center environments, including cloud, hybrid, and on-premises deployments, while protecting existing customer investments.
● AI Intelligent Orchestration: Architect and position AI-powered CX solutions, including conversational AI, intelligent virtual assistants, agent assistance, analytics,omnichannel engagement, and workflow orchestration.
● Technical Presales Bid Support: Own technical engagements throughout the sales lifecycle, including requirements gathering, solution sizing, technical proposals, RFP/RFI responses, and solution validation, ensuring technically sound and commercially viable
solutions.
● Demonstrations & Proof of Value: Develop and deliver compelling customer presentations, workshops, demonstrations that showcase end-to-end customer journeys
and measurable business value.
● Consultative Selling & Executive Engagement: Engage with business and technical stakeholders, including C-level executives, to understand strategic objectives, identify
transformation opportunities, and deliver compelling presentations that connect technology solutions to measurable business outcomes.
● Competitive Strategy &Collaboration: Maintain awareness of the enterprise CX competitive landscape, effectively position Avaya's differentiation, and collaborate with Sales, Product Management, Engineering, Professional Services, and partners to drive
opportunities to closure.

Requirements

● 8+ years of experience in technical presales, solution consulting, or solution architecture, with a proven track record of independently managing complex enterprise contact center and CX opportunities.
● Enterprise Contact Center Cloud Architecture: Strong understanding of enterprise contact center technologies and architectures, with proven experience designing scalable, secure, and resilient solutions across cloud, hybrid, and on-premises environments, including high availability, disaster recovery, and enterprise integrations.
● AI, Omnichannel Integration: Strong understanding of conversational AI, intelligent automation, and omnichannel customer engagement across voice and digital channels, including email, web chat, social media, and messaging platforms such as WhatsApp, along with customer journey orchestration, APIs, and enterprise application integrations.
● Executive Communication & Presentation Skills: Exceptional communication, presentation, and storytelling skills, with the ability to confidently engage C-level executives, simplify complex technical concepts, and articulate the business value of proposed solutions.
● Education: Bachelors degree in Computer Science, Engineering, Information Technology, Telecommunications, or a related technical field. Equivalent professional experience and relevant certifications may also be considered.
● Languages: Excellent written and verbal English communication skills. Additional South African languages are an advantage.

Preferred Qualifications

● Experience with Avaya solutions, including Avaya Aura, Contact Center Elite,Experience Portal, POM, CBA or Avaya Infinity.
● Experience designing, implementing, or positioning enterprise CCaaS and cloud-based contact center solutions.
● Knowledge of Workforce Engagement Management (WEM), Quality Management (QM), Workforce Management (WFM), recording, and interaction analytics solutions.
● Familiarity with workflow orchestration, low-code/no-code platforms.
● Relevant cloud, networking, or enterprise contact center certifications (Microsoft Azure, AWS, CCNA, Avaya, or equivalent).
● Experience supporting large enterprise customers in financial services, telecommunications, government, or similar industries.

Travel Employment Requirements

● Willingness to travel within South Africa and internationally as business needs require.
● No employment visa sponsorship is available for this position.

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Experience

Education