Cloud Solution Consultant

Avaya Corporation; Teletrabalho; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading technology company is looking for an experienced Avaya Cloud Solutions Consultant to join their professional services team. This role involves customer consultation, solution deployment, and performance analytics within cloud-based Contact Center solutions. The ideal candidate will have in-depth expertise in Contact Center environments, strong technical communication skills, and knowledge of analytics tools like Power BI. Remote work options are available for this position.

Qualificações

• Proven experience in Contact Center consultation and deployment within an enterprise environment.
• Direct experience deploying Avaya Cloud Contact Center solutions.
• Strong knowledge of SIP and SMS integration.
• Expertise in designing complex Contact Center workflows.
• Understanding of KPIs and data visualization tools.
• Familiarity with AI and machine learning applications.
• Excellent English communication skills for documentation and presentations.

Responsabilidades

• Lead consultation sessions with customers to understand their needs.
• Execute deployment and configuration of Contact Center solutions.
• Design advanced workflows utilizing call routing and interactions.
• Oversee technology integration within the cloud framework.
• Advise on emerging technologies including AI.
• Define reporting requirements for performance monitoring.
• Produce technical documentation and provide training.

Conhecimentos

Contact Center Expertise

Cloud Platform Knowledge

Technical Communication Protocols

Workflow Design

Analytics Proficiency

Emerging Technologies

Communication

Ferramentas

Power BI

SIP

Descrição da oferta de emprego

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Location

Rio de Janeiro, BR

Requisition ID

37496

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.

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 Skills and Qualifications

• 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 optimise 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 visualisation 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.

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. 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. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.