Contact Center CX Consultant

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

📋 Description

• Facilitate discovery workshops with customer stakeholders to gain insights into existing contact center operations, customer journeys, challenges, channel distribution, and business KPIs.

• Perform current-state evaluations of customer contact center settings, encompassing IVR trees, call routing logic, queue structures, agent workflows, and reporting capabilities.

• Analyze customer journeys in detail across voice, chat, email, and self-service channels, pinpointing friction points and areas for enhancement.

• Formulate target-state customer experience (CX) strategies and contact center solution designs that align with customer business objectives, transforming strategic vision into executable action plans.

• Establish CX measurement frameworks that include KPIs such as CSAT, NPS, FCR, AHT, and customer effort score, customized to each customer’s level of maturity and goals.

• Present solution recommendations to customer leadership, explaining technical capabilities in terms of business outcomes and return on investment (ROI).

• Create comprehensive solution specifications for Amazon Connect implementations, including contact flow designs, routing strategies, queue architectures, hours of operation, and escalation paths.

• Collaborate with Avahi’s Amazon Connect Engineers to ensure that solution designs are technically viable, thoroughly documented, and ready for execution.

• Work in tandem with data scientists and AI/ML engineers on conversational AI initiatives, such as Amazon Lex bot design, intent modeling, and natural language IVR approaches.

• Partner with cloud architects on infrastructure, security, and compliance aspects related to Connect deployments.

• Provide guidance on CRM integration strategies, especially pertaining to Salesforce, HubSpot, and Zoho CTI adapters, ensuring the contact center is integrated with the customer’s broader technology ecosystem.

• Assist in creating reusable frameworks, templates, and accelerators that enhance Avahi’s Connect practice.

⛳️ Requirements

• Over 7 years of experience in contact center strategy, CX consulting, or leadership in contact center operations.

• Proven track record of leading customer-centric discovery workshops, gathering requirements, mapping journeys, and presenting solution designs.

• In-depth knowledge of contact center operations: IVR design, ACD routing, workforce management, quality assurance, omnichannel strategy, and CX measurement frameworks (CSAT, NPS, FCR, CES).

• Familiarity with Amazon Connect and the AWS ecosystem, with the ability to comprehend contact flow architecture, Connect’s core functionalities, and supporting AWS services (Lambda, Lex, DynamoDB, Contact Lens, CloudWatch).

• Experience with at least one significant CRM integration in a contact center setting (Salesforce, HubSpot, Zoho, Zendesk, ServiceNow, or Microsoft Dynamics).

• Knowledge of legacy contact center systems (Avaya, Cisco UCCE/UCCX, Genesys Cloud, Five9, NICE inContact) and considerations for cloud migration.

• Understanding of the AWS ecosystem; AWS Cloud Practitioner certification (at minimum) required within 90 days of employment.

• Excellent written and verbal communication skills with the capability to present CX strategies and technical recommendations to both executive and operational audiences.

• Experience in consulting, professional services, or systems integration environments.

🏝️ Benefits

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

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

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

• 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, skilled team, sharing insights and working together to develop innovative solutions that create meaningful change.