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Technical Solutions Director

2 months ago

London, Greater London, United Kingdom Avaya Full time
About Avaya

Avaya is a leading provider of innovative communication and collaboration solutions for businesses of all sizes. Our mission is to empower organizations to deliver exceptional customer experiences and drive business success.

With a global presence and a diverse team of experts, Avaya is committed to helping businesses navigate the complexities of the modern marketplace. Our solutions are designed to meet the evolving needs of customers, from contact center and unified communications to cloud-based services and more.

At Avaya, we believe that the best experiences are those that are personalized, intuitive, and seamless. That's why we're dedicated to delivering solutions that help businesses build strong relationships with their customers, drive revenue growth, and stay ahead of the competition.

About the Opportunity

We're seeking a highly skilled and experienced leader to join our team as the Director of the Customer Engineering Organization – EMEA. As a key member of our leadership team, you will be responsible for driving the strategic vision and direction of our customer engineering function in the EMEA region.

Your primary focus will be on leading a high-performing team of customer engineers, developing and implementing strategies to drive technical excellence and innovation, and fostering a culture of collaboration and customer-centricity. You will work closely with cross-functional teams to ensure alignment and effective communication across all pre-sales activities.

About the Responsibilities

Strategic Leadership & Vision

  • Develop and implement a comprehensive strategy for the customer engineering function, aligning with Avaya's overall business objectives and growth targets in the EMEA market.
  • Drive big-picture thinking and vision for the customer engineering function, anticipating future trends, challenges, and opportunities in the contact center technology space.
  • Foster a culture of innovation and continuous improvement within the team, encouraging experimentation and learning from failures.

Team Leadership & Management

  • Inspire and motivate a diverse team of customer engineers, promoting a high-performance culture and providing opportunities for professional development and career growth.
  • Instill a strong customer-centric mindset within the team, ensuring that every member understands and embraces the importance of delivering exceptional customer experiences and solutions.
  • Collaborate with account managers, product managers, and cross-functional teams to ensure alignment and effective communication across all pre-sales activities.

Customer Engagement & Solution Design

  • Drive technical discovery and solution design efforts, working closely with customers to understand their business needs and pain points.
  • Architect innovative solutions that leverage Avaya's products, solutions, and partner technologies to meet customer requirements and drive business growth.
  • Act as the technical advocate for customers, ensuring their needs are communicated effectively within Avaya and driving continuous improvement and innovation based on customer feedback.

Operational Excellence

  • Deliver high-touch, high-quality pre-sales experiences for all customers, maintaining rigorous standards of technical excellence and customer service.
  • Optimize pre-sales processes and methodologies to ensure efficiency and effectiveness in delivering solutions and transitioning from pre-sales to post-sales teams.
  • Oversee resource allocation, budget management, and operational planning for the customer engineering organization, ensuring optimal use of resources to meet strategic goals.

Thought Leadership & Market Influence

  • Represent Avaya at industry events, conferences, and webinars, showcasing our technical capabilities and thought leadership in the contact center technology space.
  • Develop and implement strategies to enhance Avaya's market presence and drive growth opportunities in the EMEA contact center technology market.
About You

Education & Experience

  • Bachelor's Degree or equivalent experience in Engineering, Computer Science, Business, or a related field;
  • 10+ years of experience in sales engineering, solutions architecture, or a related technical leadership role within the contact center or enterprise technology sector.
  • Proven leadership experience managing large teams and driving successful technical pre-sales initiatives and solution design efforts.
  • Demonstrated success in strategic planning, business development, and managing large-scale technical projects.

Skills & Competencies

  • Strategic Vision: Ability to envision and articulate a clear, compelling strategy for the future of the customer engineering organization and the contact center technology space.
  • Technical Expertise: Extensive knowledge of contact center technologies, solutions, and industry trends, with a strong background in architecting complex technical solutions.
  • Leadership & Inspiration: Exceptional leadership skills with a proven track record of inspiring, motivating, and developing a high-performing team of technical professionals.
  • Customer Focus: Deep commitment to understanding and addressing customer needs, with a strong focus on delivering exceptional service and solutions.
  • Problem Solving: Advanced problem-solving skills with the ability to tackle complex challenges and drive innovative solutions.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to diverse audiences.