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 idóneo 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 bu

📌 Contact Center CX Consultant (Ciudad de México)
🏢 Avahi
📍 Ciudad de México