Contact Center CX Consultant

AVAHI

Contact Center CX Consultant at Avahi, leading customer experience strategy and solution design for Amazon Connect practice. Focusing on cloud-based contact centers for SMB customers based in Mexico or India.

Posted 7/5/2026contractRemote • 🇲🇽 MexicoSeniorLeadWebsite

Tech Stack

Tools & technologies

AWSCloudDynamoDBServiceNow

About the role

Key responsibilities & impact

Lead customer experience strategy and solution design for Amazon Connect practice
Conduct customer discovery engagements to understand existing contact center operations and customer journeys
Develop target-state CX strategies and contact center solution designs that align with customer business objectives
Produce detailed solution specifications for Amazon Connect implementations
Collaborate with Avahi’s Amazon Connect Engineers to ensure solution designs are technically feasible and ready for implementation
Advise customers on contact center operations best practices including workforce management fundamentals, quality assurance frameworks, and agent performance optimization
Support the sales team in qualifying contact center opportunities and contributing to proposal development
Develop thought leadership content (blog posts, case studies, webinar content) that positions Avahi as a credible Amazon Connect and CX partner

Requirements

What you’ll need

7+ years of experience in contact center strategy, CX consulting, or contact center operations leadership
Demonstrated experience leading customer-facing discovery workshops, requirements gathering, journey mapping, and solution design presentations
Deep understanding of contact center operations: IVR design, ACD routing, workforce management, quality assurance, omnichannel strategy, and CX measurement frameworks (CSAT, NPS, FCR, CES)
Exposure to Amazon Connect and the AWS ecosystem, with the ability to understand contact flow architecture, Connect’s native capabilities, and supporting AWS services (Lambda, Lex, DynamoDB, Contact Lens, CloudWatch)
Experience with at least one major CRM integration in a contact center context (Salesforce, HubSpot, Zoho, Zendesk, ServiceNow, or Microsoft Dynamics)
Familiarity with legacy contact center platforms (Avaya, Cisco UCCE/UCCX, Genesys Cloud, Five9, NICE inContact) and cloud migration considerations
Familiarity with the AWS ecosystem; AWS Cloud Practitioner certification (minimum) required within 90 days of hire
Strong written and verbal communication skills with the ability to present CX strategy and technical recommendations to executive and operational audiences
Experience in a consulting, professional services, or systems integrator environment

Benefits

Comp & perks

Remote-First Flexibility: Enjoy work-life harmony in a remote-first environment that allows you to work from anywhere.
Innovative Culture: We embrace a startup mindset, encouraging creativity, agility, and growth.
Career Development: Avahi is committed to your growth, offering mentorship and opportunities to advance your career.
Purpose-Driven Mission: Join us in making a difference. Avahi is dedicated to championing diversity, supporting women in tech, and fostering sustainable practices.
Global Collaboration: Work alongside a diverse, talented team, sharing insights and collaborating to create innovative solutions that make a real impact.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IVR DesignACD RoutingWorkforce ManagementQuality AssuranceOmnichannel StrategyCX MeasurementSolution DesignJourney MappingRequirements GatheringContact Flow Architecture

Soft Skills

Strong Communication SkillsPresentation Skills

Certifications

AWS Cloud Practitioner Certification