Amazon Connect Engineer

AVAHI

Amazon Connect Engineer designing and implementing AI-powered contact center solutions for SMB customers. Leading workshops and technical integrations while collaborating with cross-functional teams.

Posted 7/26/2026contractRemote • 🇲🇽 MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and implementing Amazon Connect solutions, including contact flows and routing profiles, while effectively communicating technical concepts to diverse stakeholders. Proficient in integrating Amazon Connect with CRM systems and optimizing omnichannel capabilities.

Highest-signal resume keywords

Amazon Connect Solution DesignCustomer-Facing Workshop FacilitationIntegration with CRM PlatformsAWS Solutions Architect – Associate CertificationTelephony Concepts Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Amazon ConnectContact FlowsRouting ProfilesIVR DesignSIP/PSTNCTILambdaDynamoDBAmazon LexCloudWatch

Soft Skills

Strong Communication SkillsPresentation Skills

Tools & Technologies

Amazon Connect Streams APIContact Control Panel (CCP)SalesforceHubSpotZoho

Certifications & Qualifications

AWS Solutions Architect – Associate

Industry Keywords

Contact Center OperationsOmnichannel CapabilitiesChange ManagementCustomer Discovery WorkshopsBusiness KPIs

Tech Stack

Tools & technologies

AWSCloudDynamoDB

About the role

Key responsibilities & impact

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
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 across voice, chat, and task channels
Implement Contact Lens for real-time and post-call analytics, sentiment analysis, and agent performance monitoring
Integrate Amazon Connect with customer CRM systems using CTI adapters and the Amazon Connect Streams API
Develop and maintain contact flow documentation, runbooks, and operational handoff materials
Partner with Avahi’s full-stack developers to build 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 use cases including Amazon Lex bot design and natural language IVR flows
Work with cloud architects on infrastructure decisions including networking, security, and IAM configurations for Connect deployments
Contribute to the development of reusable patterns, templates, and accelerators for future Connect engagements
Advise customers on number porting, DID management, toll-free provisioning, and carrier integration strategies
Translate legacy contact center configurations (Avaya, Cisco, Genesys, Five9, etc.) into Amazon Connect architectures
Guide customers through change management considerations when migrating from on-premise or hosted contact center platforms to cloud

Requirements

What you’ll need

3+ years of hands-on experience designing and implementing Amazon Connect solutions (contact flows, queues, routing profiles, agent configuration)
Demonstrated experience running customer-facing workshops, requirements gathering sessions, and solution design presentations
Solid understanding of traditional telephony concepts: SIP/PSTN, IVR design, ACD routing, CTI, call recording, workforce management fundamentals
Experience integrating Amazon Connect with at least one major CRM platform, particularly Salesforce, HubSpot, or Zoho
Working knowledge of supporting AWS services: Lambda, Lex, DynamoDB, S3, CloudWatch, Kinesis, IAM
Familiarity with the Amazon Connect Streams API and Contact Control Panel (CCP) customization
Active AWS Solutions Architect – Associate certification (or higher)
Strong written and verbal communication skills with the ability to present technical concepts to non-technical stakeholders
Experience working in a consulting or professional services delivery model.

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.