Amazon Connect Engineer
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Job Description
Amazon Connect Engineer role at Avahi designing and delivering cloud contact center solutions for SMB customers. Involving customer workshops and technical implementations with AWS services.
Responsibilities:
- 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:
- 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:
- 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.
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