Amazon Connect Engineer

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Facilitate customer discovery workshops to gain insights into current contact center operations, call volumes, routing logic, IVR structures, agent workflows, and business KPIs.

• Align customer products, services, and support models with contact center requirements, including queue design, operational hours, and escalation paths.

• Create contact center solution designs and present recommendations to customer stakeholders, effectively translating technical capabilities into business results.

• Act as the primary technical liaison for customers throughout the engagement lifecycle.

• Design and set up Amazon Connect instances, including contact flows, queues, routing profiles, agent hierarchies, and operational hours.

• Construct and enhance IVR experiences using Amazon Connect contact flows, utilizing DTMF inputs, dynamic routing, and customer data lookups.

• Configure omnichannel features across voice, chat, and task channels.

• Deploy Contact Lens for real-time and post-call analytics, sentiment analysis, and monitoring agent performance.

• Integrate Amazon Connect with customer CRM systems via CTI adapters and the Amazon Connect Streams API.

• Develop and maintain documentation for contact flows, runbooks, and operational handoff materials.

• Collaborate with Avahi’s full-stack developers to create 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 initiatives, including Amazon Lex bot design and natural language IVR workflows.

• Partner with cloud architects on infrastructure decisions, including networking, security, and IAM configurations for Connect deployments.

• Contribute to the formulation of reusable patterns, templates, and accelerators for upcoming Connect engagements.

• Advise customers on number porting, DID management, toll-free provisioning, and carrier integration strategies.

• Convert legacy contact center configurations (Avaya, Cisco, Genesys, Five9, etc.) into Amazon Connect architectures.

• Assist customers in navigating change management considerations when transitioning from on-premise or hosted contact center platforms to the cloud.

⛳️ Requirements

• Over 3 years of hands-on experience in designing and implementing Amazon Connect solutions (contact flows, queues, routing profiles, agent configuration).

• Proven experience leading customer-facing workshops, gathering requirements, and delivering solution design presentations.

• Comprehensive understanding of traditional telephony concepts: SIP/PSTN, IVR design, ACD routing, CTI, call recording, and workforce management fundamentals.

• Experience with Amazon Connect integration with at least one major CRM platform, especially Salesforce, HubSpot, or Zoho.

• Working knowledge of related AWS services: Lambda, Lex, DynamoDB, S3, CloudWatch, Kinesis, IAM.

• Familiarity with the Amazon Connect Streams API and customization of the Contact Control Panel (CCP).

• Active AWS Solutions Architect – Associate certification (or higher).

• Excellent written and verbal communication skills, with the ability to convey technical concepts to non-technical stakeholders.

• Experience in a consulting or professional services delivery model.

🏝️ Benefits

• Remote-First Flexibility: Enjoy work-life balance in a remote-first setting that allows you to work from any location.

• Innovative Culture: We foster a startup mindset, promoting creativity, agility, and growth.

• Career Development: Avahi is dedicated to your professional growth, providing mentorship and opportunities for career advancement.

• Purpose-Driven Mission: Join us in making a positive impact. Avahi is committed to promoting diversity, supporting women in tech, and encouraging sustainable practices.

• Global Collaboration: Collaborate with a diverse and talented team, sharing insights and working together to develop innovative solutions that create a significant impact.