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 an Amazon Connect Engineer to design and deliver custom cloud contact center solutions for our SMB customers. This role blends hands‑on Amazon Connect configuration with contact center business analysis. You will lead customer discovery workshops, translate business requirements into contact flow designs, and own the end‑to‑end implementation of Amazon Connect environments — supported by Avahi’s full‑stack developers, data scientists, and cloud architects for deeper technical and AI workstreams. The idóneo candidate has strong Amazon Connect experience, understands traditional telephony and contact center operations, and can serve as a trusted advisor to customers navigating the move from legacy systems to cloud‑based contact centers.
Responsibilities
Customer Engagement & Discovery
- Lead customer discovery workshops to understand existing contact center operations, call volumes, routing logic, IVR trees, agent workflows, and business KPIs
- Map customer products, services, and support models to contact center requirements including queue design, hours of operation, and escalation paths
- Develop contact center solution designs and present recommendations to customer stakeholders, translating technical capabilities into business outcomes
- Serve as the primary technical point of contact for customers throughout the engagement lifecycle
Amazon Connect Implementation
- Design and configure Amazon Connect instances including contact flows, queues, routing profiles, agent hierarchies, and hours of operation
- Build and optimize IVR experiences using Amazon Connect contact flows, leveraging DTMF inputs, dynamic routing, and customer data lookups
- Configure omnichannel capabilities acro
📌 Amazon Connect Engineer (México)
🏢 Avahi
📍 México