Contact Center CX Consultant
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
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Lead discovery workshops with customer stakeholders to understand existing contact center operations, customer journeys, pain points, channel mix, and business KPIs
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Conduct current-state assessments of customer contact center environments, including IVR trees, call routing logic, queue structures, agent workflows, and reporting capabilities
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Map customer journeys end-to-end across voice, chat, email, and self-service channels, identifying friction points and opportunities for improvement
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Develop target-state CX strategies and contact center solution designs that align with customer business objectives, translating strategic vision into actionable implementation plans
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Define CX measurement frameworks including KPIs such as CSAT, NPS, FCR, AHT, and customer effort score, tailored to each customer’s maturity and goals
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Present solution recommendations to customer leadership, articulating technical capabilities in terms of business outcomes and ROI
Solution Design & Technical Collaboration
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Produce detailed solution specifications for Amazon Connect implementations including contact flow designs, routing strategies, queue architectures, hours of operation, and escalation paths
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Partner with Avahi ’s Amazon Connect Engineers to ensure solution designs are technically feasible, well-documented, and ready for implementation
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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
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Work with cloud architects on infrastructure, security, and compliance considerations for Connect deployments
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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
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Contribute to the development of reusable frameworks, templates, and accelerators that scale Avahi ’s Connect practice
Contact Center Domain Expertise
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Advise customers on contact center operations best practices including workforce management fundamentals, quality assurance frameworks, and agent performance optimization
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Guide customers through change management when migrating from legacy platforms (Avaya, Cisco, Genesys, Five9, NICE inContact) to Amazon Connect
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Translate traditional telephony concepts (SIP/PSTN, ACD routing, CTI, IVR design, call recording) into cloud-native Amazon Connect architectures
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Help customers understand number porting, DID management, toll-free provisioning, and carrier integr