Contact Center CX Consultant
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Job Description
Contact Center CX Consultant leading customer experience strategy and solution design for Avahi's Amazon Connect practice. Working with SMB customers migrating to cloud-based contact centers in a remote-first environment.
Responsibilities:
- Lead discovery workshops with customer stakeholders to understand existing contact center operations, customer journeys, pain points, channel mix, and business KPIs
- Conduct current-state assessments of customer contact center environments, including IVR trees, call routing logic, queue structures, agent workflows, and reporting capabilities
- Map customer journeys end-to-end across voice, chat, email, and self-service channels, identifying friction points and opportunities for improvement
- Develop target-state CX strategies and contact center solution designs that align with customer business objectives, translating strategic vision into actionable implementation plans
- Define CX measurement frameworks including KPIs such as CSAT, NPS, FCR, AHT, and customer effort score, tailored to each customer’s maturity and goals
- Present solution recommendations to customer leadership, articulating technical capabilities in terms of business outcomes and ROI
- Produce detailed solution specifications for Amazon Connect implementations including contact flow designs, routing strategies, queue architectures, hours of operation, and escalation paths
- Partner with Avahi’s Amazon Connect Engineers to ensure solution designs are technically feasible, well-documented, and ready for implementation
- Collaborate with data scientists and AI/ML engineers on conversational AI use cases, including Amazon Lex bot design, intent modeling, and natural language IVR strategies
- Work with cloud architects on infrastructure, security, and compliance considerations for Connect deployments
- Advise on CRM integration strategies, particularly Salesforce, HubSpot, and Zoho CTI adapters, ensuring the contact center is connected to the customer’s broader technology ecosystem
- Contribute to the development of reusable frameworks, templates, and accelerators that scale Avahi’s Connect practice.
Requirements:
- 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:
- 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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