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Senior Instructional Designer

4 months ago

York, York City, United Kingdom Avaya Full time
About Avaya

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.

The richness of Avaya's global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at

About the Opportunity

The Technical Enablement Expert role will project manage, develop, integrate and localize in-app training (guided workflows/walkthroughs) for Avaya customers in our Contact Center and UCaaS cloud-based (Avaya Experience PlatformTM Public Cloud, Avaya Cloud Office), Hybrid Cloud (Avaya Experience PlatformTM Hybrid and Avaya Experience PlatformTM Private) solutions. The Technical Enablement Expert will also develop, integrate, and localize technical enablement content (mainly video-based) by using AI development tools (e.g., Videate). The Technical Enablement Expert role will also work with On-Premise Solutions (Avaya Aura Core, Avaya Call Center Elite and IP Office) and coordinate with Channel teams, Avaya Learning Partners and Field Services for updates on new and existing development, lab support as needed and support instructor-led sessions for the Avaya Partner Community and Customers.

About the Responsibilities

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 requirements for this target group is required. In addition to the cloud-based Contact Center and UCaaS Solution, content may be created for other Avaya solutions like programmer portals (API integration with Avaya products). The candidate should have knowledge and experience with Avaya Products/Applications within the design (Sales Engineer), administration, technicians and user roles (agents and supervisors) such as:

  • Avaya Experience Platform Administration
    • Creating User, Profiles, Roles (etc)
    • Channel Administration
    • Workspaces Administration
    • 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
  • IP Office administration
  • Avaya Cloud Office administration
About You
  • 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.
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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 ) and applicable Privacy Statement relevant to this job posting (accessible at ).

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