CX Solution Sales Engineer | South Africa | Virtual (Johannesburg, GP, ZA)

Avaya·Remote(South Africa)

Sales

Salesforce

WFA Digital Insight

As the demand for cloud-based customer experience solutions continues to soar, companies like Avaya are seeking skilled professionals to drive innovation and growth. With the global CX market projected to reach

6.9 billion by 2027, the need for experts who can integrate AI, omnichannel, and cloud technologies is on the rise. Avaya's commitment to delivering exceptional customer experiences has earned them a reputation as a leader in the industry. To succeed in this role, candidates will need to possess a deep understanding of CCaaS, AI, and cloud architecture, as well as the ability to translate complex technical concepts into business value. With Avaya's strong focus on employee growth and development, this is an exciting opportunity for professionals looking to take their careers to the next level.

Job Description

About the Role

The CX Solution Sales Engineer plays a critical role in driving the adoption of Avaya's Infinity platform, a unified, AI-driven, and open cloud architecture that helps organizations deliver exceptional customer experiences. As a key member of the sales team, this individual will be responsible for designing and presenting complex, large-scale CCaaS solutions, ensuring seamless integration of voice and digital channels. With a focus on strategic CCaaS, AI, and orchestration, this role requires a deep understanding of cloud-based technologies and the ability to translate technical concepts into tangible business outcomes.

The successful candidate will spend approximately 80% of their time focused on the strategic CCaaS, AI, and orchestration portfolio, and 20% on migration strategies from legacy environments. This role is ideal for a strategic technologist and storyteller who can demonstrate expertise and drive adoption of modern, open, and cloud-based CX solutions.

Avaya's Infinity platform is designed to unify fragmented customer experiences, connecting channels, insights, technologies, and workflows to create enduring customer and employee relationships. As a CX Solution Sales Engineer, you will be at the forefront of this effort, working closely with customers and internal stakeholders to deliver innovative solutions that drive business growth and improve customer satisfaction.

What You Will Do

Lead the technical discovery and design of complex, large-scale CCaaS solutions, ensuring seamless integration of voice and digital channels
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, high-impact product demonstrations and Proof of Concepts (PoCs) that clearly illustrate the business value of Avaya's platforms
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 and effectively position Avaya's differentiation
Develop and maintain strategic relationships with key customers and partners to drive revenue growth and expand Avaya's footprint in the market
Collaborate with internal stakeholders to develop and refine sales strategies, product roadmaps, and go-to-market plans
Stay up-to-date with industry trends, emerging technologies, and competitor activity to identify opportunities for growth and innovation
Develop and deliver technical training and enablement programs for sales teams and partners to ensure they are equipped to effectively position and sell Avaya's solutions

What We Are Looking For

8+ years of experience in a technical pre-sales, solution consulting, or solution architecture role, with 5+ years of CCaaS/SaaS/Cloud contact center experience
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 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 and process automations
Experience with cloud-based technologies, including Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP)
Strong communication, presentation, and interpersonal skills, with the ability to effectively collaborate with cross-functional teams

Nice to Have

Experience with Avaya's Infinity platform or similar unified, AI-driven, and open cloud architectures
Knowledge of machine learning and data analytics, with experience applying these concepts to real-world business problems
Familiarity with agile development methodologies and DevOps practices
Certification in cloud-based technologies, such as AWS Certified Solutions Architect or Microsoft Certified Azure Developer

Benefits and Perks

Competitive salary and bonus structure
Comprehensive benefits package, including medical, dental, and vision coverage
Generous paid time off and holiday policy
Flexible work arrangements, including remote work options and compressed workweeks
Professional development opportunities, including training, certification, and conference sponsorships
Access to cutting-edge technologies and innovative solutions
Collaborative, dynamic work environment with a team of experienced professionals
Recognition and reward programs for outstanding performance and contributions
Opportunity to work with a leading enterprise software company and contribute to the development of innovative customer experience solutions

How to Stand Out

Develop a deep understanding of Avaya's Infinity platform and its applications in cloud-based customer experience solutions
Create a portfolio that showcases your experience with CCaaS, AI, and cloud architecture, including case studies and success stories
Practice articulating the value of AI in CX and be prepared to discuss your experience with conversational AI solutions
Stay up-to-date with industry trends and emerging technologies, including cloud-based technologies and machine learning concepts
Be prepared to discuss your experience with business application integrations, including Salesforce and ServiceNow
Highlight your ability to work collaboratively with cross-functional teams and communicate complex technical concepts to non-technical stakeholders
Research Avaya's company culture and values, and be prepared to discuss how your skills and experience align with the company's mission and goals

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