Customer Engineering Director, EMEA

As the Director of the Customer Engineering Organization - EMEA, you will be responsible for leading a high-impact team of approximately 45 domain experts across Europe, Middle East, and Africa. In this senior leadership role, you will drive the strategic vision for the Customer Engineering Organization, driving pre-sales technical excellence and fostering a culture of innovation and collaboration. Your leadership will be instrumental in ensuring that Avaya's solutions meet and exceed customer expectations, positioning us as the preferred technology partner in the contact center industry.,

• 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.
  
  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.
  
  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 www.avaya.com.