Job Description

About Avaya

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 https://www.avaya.com

Job Information

Job Code: 00142467

Job Family: Product Management

Job Function: Product Management

About Opportunity

We are seeking a high-caliber Product Manager / Senior Product Manager to spearhead our Digital Engagement evolution. In this role, you will bridge the gap between traditional Contact Center channels (Voice/Email/Chat) and a futuristic, channel-agnostic Connection Center You will own the end-to-end lifecycle of our digital suite, driving seamless integration with global social messaging platforms and delivering high-impact innovation on our flagship Avaya Infinity platform.

Key Responsibilities

• Strategic Vision: Execute the long-term roadmap for Digital Channels and native AI, championing a "digital-first" philosophy in customer service
• AI-Driven UX: Design AI strategies to augment the Agent experience, focusing on seamless Bot-to-Agent handoffs, full customer context preservation, and real-time AI assistance.
• Agile Leadership: Serve as a core member of Agile squads—translating customer needs into Themes, Epics, and Features while driving rapid, high-quality release cycles.
• API-First Advocacy: Partner with Architects to prioritize API/SDK-first development, maximizing solution flexibility for enterprise ecosystems.
• Global Collaboration: Maintain strategic relationships with Messaging Providers/Aggregators to streamline development and ensure platform compliance.
• Stakeholder Evangelism: Deliver high-impact product demos to Tier-1 customers and Sales Engineers (SEs); lead launch readiness, field enablement, and product positioning.
• Commercial Support: Act as the technical product expert to assist sales teams in securing high-stake key customer opportunities.

What we are looking for -

• CCaaS Expertise: 5+ years of Product Manager or Solution Architect experience within a leading CCaaS provider, specifically managing digital channel portfolios. Comprehensive understanding of the nuances of Email, Webchat, and SMS in a high-volume enterprise CCAAS environment.
• Social Messaging Mastery: Expert-level knowledge of channels like WhatsApp, FB Messenger, X, Instagram, and Apple Messages for Business
• Technical DNA: Deep understanding of APIs & SDKs; comfortable navigating technical architectures & design with engineers. A background in development or Solution Engineering is highly preferred.
• Modern AI Proficiency: Hands-on experience leveraging LLMs (Claude, GPT) and AI tools to optimize workflows.
• Bot Orchestration: Proven experience with AI Bots for Contact Centers, including NLU, intent recognition, and automated workflow logic.
• Cloud Literacy: Practical understanding of Azure and GCP cloud platforms.
• Data-Driven Mindset: Strong analytical skills with the ability to translate complex data into actionable product decisions.
• Communication: Exceptional ability to influence and collaborate across geographically distributed teams and executive stakeholders.
• Education: Bachelor’s or Master’s degree in Computer Science/Engineering

Experience

8+ Years of Experience

Education

Bachelor degree or equivalent experience in Computer Science or Related Field

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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

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.