Contact Center CX Consultant

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 a Contact Center CX Consultant to lead customer experience strategy and solution design for our growing Amazon Connect practice, serving SMB customers migrating to cloud-based contact centers. This role sits at the intersection of customer experience strategy and contact center technology. You will lead customer discovery engagements, map existing contact center operations, design target-state solutions, and produce the specifications that Avahi’s Amazon Connect Engineers implement. You are equally comfortable facilitating a workshop with a VP of Customer Service and reviewing a contact flow architecture with an engineer. This role contributes to pre-sales activities including scoping engagements, developing proposals, and supporting the sales team in qualifying contact center opportunities, in addition to owning delivery on active engagements. The ideal candidate brings deep contact center and CX domain expertise, exposure to Amazon Connect and the AWS ecosystem, and the consulting skills to serve as a trusted advisor to Avahi’s customers. Responsibilities Customer Discovery & CX Strategy Lead discovery workshops with customer stakeholders to understand existing contact center operations, customer journeys, pain points, channel mix, and business KPIs Conduct current-state assessments of customer contact center environments, including IVR trees, call routing logic, queue structures, agent workflows, and reporting capabilities Map customer journeys end-to-end across voice, chat, email, and self-service channels, identifying friction points and opportunities for improvement Develop target-state CX strategies and contact center solution designs that align with customer business objectives, translating strategic vision into actionable implementation plans Define CX measurement frameworks including KPIs such as CSAT, NPS, FCR, AHT, and customer effort score, tailored to each customer’s maturity and goals Present solution recommendations to customer leadership, articulating technical capabilities in terms of business outcomes and ROI Solution Design & Technical Collaboration Produce detailed solution specifications for Amazon Connect implementations including contact flow designs, routing strategies, queue architectures, hours of operation, and escalation paths Partner with Avahi’s Amazon Connect Engineers to ensure solution designs are technically feasible, well-documented, and ready for implementation Collaborate with data scientists and AI/ML engineers on conversational AI use cases, including Amazon Lex bot design, intent modeling, and natural language IVR strategies Work with cloud architects on infrastructure, security, and compliance considerations for Connect deployments Advise on CRM integration strategies, particularly Salesforce, HubSpot, and Zoho CTI adapters, ensuring the contact center is connected to the customer’s broader technology ecosystem Contribute to the development of reusable frameworks, templates, and accelerators that scale Avahi’s Connect practice Contact Center Domain Expertise Advise customers on contact center operations best practices including workforce management fundamentals, quality assurance frameworks, and agent performance optimization Guide customers through change management when migrating from legacy platforms (Avaya, Cisco, Genesys, Five9, NICE inContact) to Amazon Connect Translate traditional telephony concepts (SIP/PSTN, ACD routing, CTI, IVR design, call recording) into cloud-native Amazon Connect architectures Help customers understand number porting, DID management, toll-free provisioning, and carrier integration strategies as part of migration planning Pre-Sales & Practice Development Support the sales team in qualifying contact center opportunities, participating in discovery calls, and assessing customer readiness for Amazon Connect Contribute to proposal development, including scope definition, level-of-effort estimation, and solution approach narratives Develop thought leadership content (blog posts, case studies, webinar content) that positions Avahi as a credible Amazon Connect and CX partner Help shape Avahi’s contact center service offerings, engagement models, and go-to-market strategy as the practice scales Required Qualifications 7+ years of experience in contact center strategy, CX consulting, or contact center operations leadership Demonstrated experience leading customer-facing discovery workshops, requirements gathering, journey mapping, and solution design presentations Deep understanding of contact center operations: IVR design, ACD routing, workforce management, quality assurance, omnichannel strategy, and CX measurement frameworks (CSAT, NPS, FCR, CES) Exposure to Amazon Connect and the AWS ecosystem, with the ability to understand contact flow architecture, Connect’s native capabilities, and supporting AWS services (Lambda, Lex, DynamoDB, Contact Lens, CloudWatch) Experience with at least one major CRM integration in a contact center context (Salesforce, HubSpot, Zoho, Zendesk, ServiceNow, or Microsoft Dynamics) Familiarity with legacy contact center platforms (Avaya, Cisco UCCE/UCCX, Genesys Cloud, Five9, NICE inContact) and cloud migration considerations Familiarity with the AWS ecosystem; AWS Cloud Practitioner certification (minimum) required within 90 days of hire Strong written and verbal communication skills with the ability to present CX strategy and technical recommendations to executive and operational audiences Experience in a consulting, professional services, or systems integrator environment Preferred Qualifications 10+ years of combined contact center and CX experience spanning both consulting and in-house operations roles CCXP (Certified Customer Experience Professional) certification from CXPA COPC CX Standard training or certification Active AWS Cloud Practitioner or AWS Solutions Architect – Associate certification at time of hire Hands-on experience designing Amazon Connect contact flows, routing profiles, and queue configurations Experience with Contact Lens for Amazon Connect (real-time analytics, call summarization, sentiment analysis) Background in pre-sales activities: scoping engagements, writing proposals, and supporting sales teams in a consulting or SI environment Experience with workforce management (WFM) and workforce optimization (WFO) tools (Verint, NICE, Calabrio) Familiarity with conversational AI design principles and Amazon Lex 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