Amazon Connect Engineer

Job description

This position is open to candidates based in Mexico and India only. Applications from outside Mexico or India will not be considered. Summary Avahi is an AWS Premier Tier Services Partner that builds AI-powered and cloud-native solutions for customers across industries. We are hiring an Amazon Connect Engineer to design and deliver custom cloud contact center solutions for our SMB customers. This role blends hands-on Amazon Connect configuration with contact center business analysis. You will lead customer discovery workshops, translate business requirements into contact flow designs, and own the end-to-end implementation of Amazon Connect environments — supported by Avahi’s full-stack developers, data scientists, and cloud architects for deeper technical and AI workstreams. The ideal candidate has strong Amazon Connect experience, understands traditional telephony and contact center operations, and can serve as a trusted advisor to customers navigating the move from legacy systems to cloud-based contact centers. Responsibilities Customer Engagement & Discovery Lead customer discovery workshops to understand existing contact center operations, call volumes, routing logic, IVR trees, agent workflows, and business KPIs Map customer products, services, and support models to contact center requirements including queue design, hours of operation, and escalation paths Develop contact center solution designs and present recommendations to customer stakeholders, translating technical capabilities into business outcomes Serve as the primary technical point of contact for customers throughout the engagement lifecycle Amazon Connect Implementation Design and configure Amazon Connect instances including contact flows, queues, routing profiles, agent hierarchies, and hours of operation Build and optimize IVR experiences using Amazon Connect contact flows, leveraging DTMF inputs, dynamic routing, and customer data lookups Configure omnichannel capabilities across voice, chat, and task channels Implement Contact Lens for real-time and post-call analytics, sentiment analysis, and agent performance monitoring Integrate Amazon Connect with customer CRM systems using CTI adapters and the Amazon Connect Streams API Develop and maintain contact flow documentation, runbooks, and operational handoff materials Technical Collaboration Partner with Avahi’s full-stack developers to build custom CCP interfaces, agent desktop applications, and backend integrations using Lambda, DynamoDB, and other AWS services Coordinate with data scientists and AI/ML engineers on conversational AI use cases including Amazon Lex bot design and natural language IVR flows Work with cloud architects on infrastructure decisions including networking, security, and IAM configurations for Connect deployments Contribute to the development of reusable patterns, templates, and accelerators for future Connect engagements Telephone & Contact Center Expertise Advise customers on number porting, DID management, toll-free provisioning, and carrier integration strategies Translate legacy contact center configurations (Avaya, Cisco, Genesys, Five9, etc.) into Amazon Connect architectures Guide customers through change management considerations when migrating from on-premise or hosted contact center platforms to cloud Required Qualifications 3+ years of hands-on experience designing and implementing Amazon Connect solutions (contact flows, queues, routing profiles, agent configuration) Demonstrated experience running customer-facing workshops, requirements gathering sessions, and solution design presentations Solid understanding of traditional telephony concepts: SIP/PSTN, IVR design, ACD routing, CTI, call recording, workforce management fundamentals Experience integrating Amazon Connect with at least one major CRM platform, particularly Salesforce, HubSpot, or Zoho Working knowledge of supporting AWS services: Lambda, Lex, DynamoDB, S3, CloudWatch, Kinesis, IAM Familiarity with the Amazon Connect Streams API and Contact Control Panel (CCP) customization Active AWS Solutions Architect – Associate certification (or higher) Strong written and verbal communication skills with the ability to present technical concepts to non-technical stakeholders Experience working in a consulting or professional services delivery model Preferred Qualifications 5+ years of Amazon Connect experience or combined Amazon Connect + legacy contact center platform experience AWS Solutions Architect – Professional certification Completion of the Amazon Connect Learning Plan on AWS Skill Builder (digital badge) Experience with Contact Lens for Amazon Connect (real-time analytics, call summarization, agent assist) Hands-on experience with Amazon Lex for conversational IVR and chatbot implementations Experience with workforce management (WFM) and workforce optimization (WFO) tool integrations (Verint, NICE, Calabrio) Experience with additional CRM integrations (Zendesk, ServiceNow, Microsoft Dynamics) or building custom CTI integrations for platforms without native Connect adapters Background migrating customers from legacy platforms such as Avaya, Cisco UCCE/UCCX, Genesys Cloud, Five9, or NICE inContact Infrastructure-as-code experience with CloudFormation or Terraform for Connect resource provisioning Familiarity with number porting processes, carrier relationships, and SIP trunk configuration Experience in an AWS Partner environment or understanding of the AWS Partner Network (APN) ecosystem Why Work Here Remote-First Flexibility: Enjoy work-life harmony in a remote-first environment that allows you to work from anywhere. Innovative Culture: We embrace a startup mindset, encouraging creativity, agility, and growth. Be part of a team that explores cutting-edge technology and drives impactful solutions. Career Development: Avahi is committed to your growth, offering mentorship and opportunities to advance your career. Purpose-Driven Mission: Join us in making a difference. Avahi is dedicated to championing diversity, supporting women in tech, and fostering sustainable practices. Global Collaboration: Work alongside a diverse, talented team, sharing insights and collaborating to create innovative solutions that make a real impact. Join Avahi and make an impact in a fast-paced, customer-focused environment with abundant opportunities for growth. Accessibility and Inclusivity Statement At Avahi, we are committed to fostering a workplace that celebrates diversity and inclusivity. We welcome applicants from all backgrounds, experiences, and perspectives, including those from underrepresented communities. We are proud to be an equal opportunity employer, providing a fair and accessible recruitment process for all candidates. If you require accommodations at any stage of the application or interview process, please let us know, and we will work to meet your needs. #LI-Remote