Remote Amazon Connect Engineer | Cloud Contact Center Lead

Avahi; United States; Remote; USD 16,000 - 32,000; Full time

Benefits offered by this job

Remote-First Flexibility

Innovative Culture

Career Development

Purpose-Driven Mission

Global Collaboration

Job summary

Avahi is hiring an Amazon Connect Engineer to design and deliver cloud contact center solutions for SMB customers. You will lead discovery workshops, translate requirements into contact flows, and own end-to-end Connect environments with Avahi’s developers and cloud architects.

You will implement contact flows, IVR, and omnichannel capabilities, collaborate with data scientists on conversational AI, and ensure successful transitions from legacy systems to cloud-based contact centers.

Qualifications

• 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

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 CCP interfaces, agent desktop apps, 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 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 into Amazon Connect architectures
• Guide customers through change management considerations when migrating from on-premise or hosted contact center platforms to cloud

Skills

Discovery workshops

Traditional telephony concepts

CRM integration

AWS Cloud collaboration

Technical presentation

Education

AWS Solutions Architect – Associate

Tools

Lambda

Lex

DynamoDB

S3

CloudWatch

Kinesis

IAM

Job description

Avahi is hiring an Amazon Connect Engineer to design and deliver cloud contact center solutions for SMB customers. You will lead discovery workshops, translate requirements into contact flows, and own end-to-end Connect environments with Avahi’s developers and cloud architects.

You will implement contact flows, IVR, and omnichannel capabilities, collaborate with data scientists on conversational AI, and ensure successful transitions from legacy systems to cloud-based contact centers.