Pre-Sales Engineering Lead

5 days ago

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

Avaya is a leading provider of innovative solutions for businesses, empowering them to deliver exceptional customer experiences and drive growth. With a global presence and a diverse team, Avaya is committed to being a workplace where authenticity and individuality are celebrated.

Our 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.

We are seeking a highly skilled and experienced professional to lead our Customer Engineering Organization in EMEA. As the Director of this organization, you will be responsible for driving the strategic vision, fostering a culture of innovation, and ensuring that our solutions meet and exceed customer expectations.

About the Opportunity

This is a senior leadership role that requires a strong technical background, excellent leadership skills, and a deep understanding of the contact center technology space. You will be responsible for leading a high-impact team of approximately 45 domain experts across Europe, Middle East, and Africa.

As the Director of the Customer Engineering Organization, you will drive the strategic vision for the organization, aligning it with Avaya's overall business objectives and growth targets in the EMEA market. You will also be responsible for developing and implementing strategies to enhance Avaya's market presence and drive growth opportunities in the contact center technology market.

About the Responsibilities

Strategic Leadership & Vision

  • Develop and Implement Strategy: Support the crafting and execution of the strategic vision for the Customer Engineering Organization, aligning it with Avaya's overall business objectives and growth targets in the EMEA market.
  • Big Picture Thinking: Envision and articulate a forward-looking strategy for the Customer Engineering function that anticipates future trends, challenges, and opportunities in the contact center technology space.
  • Foster a Culture of Innovation: Encourage a culture of continuous improvement and innovative thinking within the team, challenging existing processes and exploring new ways to deliver value to customers.

Team Leadership & Management

  • Inspire and Mentor: Lead, mentor, and motivate a diverse team of Customer Engineers, promoting a high-performance culture and providing opportunities for professional development and career growth.
  • Customer-Centric Approach: 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.
  • Collaborative Leadership: Work closely with account managers, product managers, and cross-functional teams to ensure alignment and collaboration across all pre-sales activities.

Customer Engagement & Solution Design

  • Drive Technical Discovery: Oversee and guide the technical discovery process to gain deep insights into customer business needs, pain points, and strategic objectives.
  • Architect Innovative Solutions: Lead the design and development of creative, effective solutions that leverage Avaya's products, solutions, and partner technologies to meet customer requirements and drive business growth.
  • Champion Customer Advocacy: 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 Experiences: Ensure that the Customer Engineering Organization provides a high-touch, high-quality pre-sales experience for all customers, maintaining rigorous standards of technical excellence and customer service.
  • Optimize Processes: Refine and enhance pre-sales processes and methodologies to ensure efficiency and effectiveness in delivering solutions and transitioning from pre-sales to post-sales teams.
  • Resource & Budget Management: 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

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

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's right to alter the duties and responsibilities of this position at any time for any reason.

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