CX Senior Sales Engineer | Channel Accounts | Ontario

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Location:

Toronto, ON, CA

Requisition

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

Avaya is shifting the global enterprise customer experience (CX) landscape toward a unified, AI-driven, and open cloud architecture. We are seeking a highly accomplished Sales Engineer III to be a primary technical driver in accelerating our "Go-Forward" portfolio adoption—focused on CCaaS (Contact Center as a Service), Omnichannel, AI/ML, Intelligent Orchestration, and Business Application Integration.

This role is for a strategic technologist and storyteller who can translate complex, multi-modal capabilities into tangible business outcomes. While foundational knowledge of legacy communications platforms is beneficial, success in this role is fundamentally tied to demonstrating expertise and driving adoption of our modern, open, and cloud-based CX solutions.

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.

Solution Architecture & Design (CCaaS/Omnichannel): Lead the technical discovery and design of complex, large-scale CCaaS solutions, ensuring seamless integration of voice and digital channels (chat, email, social, messaging).

AI Integration & Orchestration: 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 across the customer journey.

Demonstration & Proof of Value: Create, customize, and deliver compelling, high-impact product demonstrations and Proof of Concepts (PoCs) that clearly illustrate the business value of our platforms, showcasing integrations with core business applications (CRM, WFO, ERP).

Technical Expertise & Advocacy: 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.

Competitive Strategy: Maintain expert-level knowledge of the CCaaS competitive landscape (e.g., Genesys, NICE CXone, Amazon Connect) and effectively position Avaya’s differentiation.

Required Core Competencies & Skills (Must Have)

Experience: Minimum of 8 years in a technical pre‑sales, solution consulting, or solution architecture role, with at least 5 years specifically focused on CCaaS/SaaS/Cloud contact center market.

CCaaS Architecture: Deep, hands‑on experience designing and presenting modern cloud contact center reference architectures, including knowledge of microservices, global multi‑region deployments, and consumption models.

AI/Intelligent Automation: Proven ability to articulate the value of AI in CX (e.g., self‑service containment, agent augmentation, journey analysis) and experience integrating conversational AI solutions (bots, NLP).

Omnichannel Journey Design: Expertise in mapping and designing end‑to‑end customer journeys that leverage digital channels and maintain context across channels and systems.

API/Integration Proficiency: Strong understanding of RESTful APIs, Webhooks, and CPaaS concepts, with the ability to discuss business application integrations (Salesforce, Service Now, etc.) with technical teams.

Orchestration/Workflow: Practical knowledge of building and demonstrating sophisticated, data‑driven workflows using orchestration tools or low‑code/no‑code platforms.

Executive Presence: Exceptiona…