Technical Delivery - WFO/AWE

Date:  Jun 7, 2024


Requisition ID:  35655


Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.

Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at


This is an exciting opportunity to nurture your career with implementation of Avaya products which includes installation, configuration, testing and troubleshooting services. We are looking for self-driven, organized, and self-motivated professionals to join our Avaya Professional services team who will be responsible for delivering our core-values of Excellence to several of our Avaya customers. It is a customer facing role and you will be working on planning, designing of the implementation plan and delivering the Avaya Solutions in both traditional on-premise and Cloud based projects.

You’ll have the opportunity to immerse yourself across a variety of activities, including:

  • Leading Customer facing Professional Services projects
  • Performing design, implementation, upgrade and testing services for Avaya UC and CC products/solutions
  • Prepare technical plans, configuration worksheets and migration plans associated to project deliverables


Provides exceptional technical and/or analytical support to clients in identifying, analyzing, and resolving problems of moderate to highly complex business communication systems. Self-directed, making major contributions to teams, and contributes significantly to client satisfaction. When acting as Technical Team Lead takes responsibility for client satisfaction on project deliverables. Interfaces directly with clients/others outside the company, recognizes business opportunities and helps to develop them. Recognized as a subject matter expert within areas of expertise, and/or is certified in one or more technology areas. Capable of diagnosing and evaluating complex issues. Work is performed with minimal direction and reviewed by senior management. Provides solutions to a diverse range of complex problems.


What can you bring? 
•    Strong and demonstrated hands-on experience with installation, configuration, integration, and upgrade of:
o    WFO/AWE suite (ACR, ACRA, QM, WFM, CF, DPA, KMS, Scorecards).
o    Verint/Nuance (if not Avaya background).
•    Knowledge desired about Certificates, SQL, AD integration, SSO, LDAP.
•    Well versed with Linux commands
•    Knowledge in deploying VMWare and performing tasks such as backups/restores, snapshots, etc.
•    Knowledge on Cloud environment would be added advantage.
•    Great written and verbal communication skills
•    Self-starter and capable of working independently--ability to learn new skills and new products.
•    Strong Customer focus experience and able to work collaboratively as a team player.
•    Able to work in flexible hours including late night and weekends for support of Customer project services (e.g. migration, cutover and upgrade services).
•    Fluency in English is required.
•    Typically requires 4 - 6 years of experience and a Bachelor's degree or equivalent experience.


Well-Being We provide comprehensive health insurance plans that include medical, dental and vision for you and your family, in many countries. We also provide wellness and employee assistance programs.


Recharge & Refuel We work in a dynamic environment, and we recognize the need for you to take a break and recharge. We encourage employees to use our generous time-off policy on a regular basis.


Continuous Learning Grow your skills with access to on-demand platforms and enhance your diversity lens by participating in a program that fully funds you for a cultural immersion in another country.


Growth & Development A feedback loop is important as you grow in your role and career. We schedule frequent check-ins with you and your leaders to help you identify your path to success.


Giving Back We recognize Avayans for their time and effort spent impacting causes within their communities. And we host an annual, company-wide Month of Giving.


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. You may also review the Avaya Global Privacy Policy (accessible at and applicable Privacy Statement relevant to this job posting (accessible at