Training & Org/Leadership Dev Mgr

Date:  Feb 7, 2024
Location: 

Pune, MH, IN

Requisition ID:  36222

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering #Experiences that Matter.

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.

Job Information

Job Code: 00177609

Job Family: Human Resources

Job Function: Training & Org/Leadership Dev

Job Description


Role :


This role is needed to enhance the customer experience of Avaya Customers in using Avaya Solutions. 
This position is specific to creating technical enablement content for various platforms, such as, but not limited to the tutorial hub, learning management system, and the Digital Adoption Platform (Pendo) that is integrated in Avaya applications. 
The target groups for the created content are users, agents, supervisors, sales engineers, and administrators. 
With this position, the Digital Adoption Platform integration and use of AI for generating and localizing technical enablement content can be accelerated and expanded.

 

Job Description :

 

The Technical Enablement Content Creator is to project manage, develop, integrate and localize in-app training (guided workflows/walkthroughs) for Avaya customers in our cloud-based Contact Center Solution (Avaya Experience Platform). The Technical Enablement Content Creator is also to develop, integrate and localize technical enablement content (mainly video-based) by using AI development tools (e.g. Videate).
Agents, supervisors, and administrators are the main target groups to be supported with video based tutorials, in-app training and guided workflows, therefore the content needs to cater to their needs and knowledge of needs and requirements of this target group is required. In addition to the cloud-based Contact Center Solution, content must be created for other Avaya solutions like UCaaS Solutions and programmer portals (API integration with Avaya products). The candidate should have knowledge and experience with Avaya Products/Applications within the administration and user roles (agents and supervisors) such as:
•    Avaya Experience Platform Administration
o    Creating User, Profiles, Roles (etc)
o    Channel Administration
o    Workspaces Administration
o    Feature Administration
•    Experience in configuring and using Avaya Workspaces for Agents and Supervisors
•    Experience in configuring and using Avaya Historical and Realtime Reporting (Analytics)
•    Administration Experience with Contact Center/Customer Experience-based solutions
•    Avaya Enterprise Cloud Administration Portal
•    Avaya Workplace

The role requires the ability to work with stakeholders, product development, and customers to scope and plan the development tasks for supporting the continually growing Avaya applications, as well as creating content/training and functionalities directly within the Digital Adoption Platform and/or using the AI supported content creation approach for video content. 


This role requires the ability to lead the end-to-end content development process using highly organized project management skills, including quality assurance based on defined criteria. Furthermore, knowledge of self-paced training development and Contact Center solutions is required. Experience in localizing training content is an advantage. Additionally, the candidate must have good Instructional Design and Visual Design skills or Visual Media Communication experience combined with excellent English language skills. An advantage is having advanced programming skills in HTML, CSS, jQuery and JavaScript. Having experience with developing in Digital Adoption and/or AI content creation models is another advantage (Pendo, Videate being preferred).
At least two years of experience in creating technical enablement content and/or DAP-specific functionalities, and guided workflows in Digital Adoption Platform solutions are required. Finally, at minimum, the candidate must hold a BA or equivalent work experience.  

 

 

Experience

5 - 7 Years of Experience

Education

Bachelor degree or equivalent experience

Preferred Certifications

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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 https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).