Avaya is on a mission to redefine the Customer Experience (CX) landscape. We are moving beyond the traditional contact center to a true connection center to power immersive, personalized, and AI-driven experiences for the world's largest financial institutions.
We are seeking a Global Account Manager to join our Enterprise Transformation Team. This is not a maintenance role; it is a transformation role. You will bridge the gap between trusted, secure legacy infrastructure and the future of Agentic AI and Composable CX. You will demonstrate how our "Innovation Without Disruption" strategy allows top-tier banks and insurers to compete with FinTech agility without the risks of a "rip and replace" migration.
Your Mission
You will own the narrative and commercial strategy for a select portfolio of Global 2000 Financial Services accounts. Your goal is to protect the core voice business while aggressively expanding into new AI, Cloud, and Orchestration territories.
Trusted Executive Advisor & Commercial Architect
Strategic Leadership: Act as the primary business consultant to customer C-suite executives. Lead high-stakes discussions focused on Total Cost of Ownership (TCO), Return on Investment (ROI), and the commercial justification for complex migrations.
Commercial Strategy: Develop successful transition strategies for customers migrating from legacy environments. You will build the roadmap for modernizing their CX while ensuring compliance with strict financial security standards.
Bridge Finance & FinTech: Help clients navigate the convergence of traditional banking and modern FinTech by positioning Avaya’s open platform and API capabilities as the bridge to the future.
Champion Avaya Infinity Architecture & Agentic AI
Evangelize Agentic AI: Move clients beyond simple chatbots to adopting autonomous AI agents capable of executing complex workflows—such as loan processing, fraud detection, and wealth advisory—securely and at scale.
The Infinity Value Proposition: Consult clients on how to overlay modern cloud technologies and digital channels onto their existing, robust voice core. Show them how to innovate immediately without disrupting mission-critical operations.
Solution Design: Lead high-level business discovery to define the strategy for large-scale CCaaS solutions, creating seamless journeys across voice and digital channels (chat, email, social, secure messaging).
Value Realization & Competitive Positioning
High-Impact Demonstrations: Partner with engineering to deliver compelling Product Demonstrations and Proof of Concepts (PoCs) that showcase integrations with core banking applications (CRM, WFO, ERP).
Market Intelligence: Maintain expert-level knowledge of the CCaaS competitive landscape (e.g., Genesys, NICE CXone, Amazon Connect). Effectively articulate Avaya’s superior differentiation—specifically our ability to innovate on top of existing investments.
