Job Title: UI/UX Designer
Location: Englewood, CO (Onsite)
Duration: Long-term Contract
Job description
We are looking for a talented Senior UX/UI Designer/Developer with expertise in AWS Connect to join our IT team. In this hybrid role, you will be responsible for designing, developing, and implementing seamless, user-centered solutions for call center operations and customer-facing tools. You will leverage your deep knowledge of AWS Connect to create high-quality experiences for both agents and customers, optimizing customer journeys and streamlining agent workflows. The ideal candidate will have strong experience in both UX/UI design and development, as well as hands-on expertise in AWS Connect and related technologies.
Key Responsibilities
UX/UI Design for Call Centers & Customer Tools
Lead the design of user interfaces for customer-facing tools, including self-service
portals, IVR systems, chatbots, and agent dashboards, ensuring a seamless and
intuitive experience across all touchpoints.
Develop wireframes, prototypes, and high-fidelity mockups to communicate design
ideas clearly and effectively to stakeholders and development teams.
Use a user-centered design approach to gather feedback, iterate on designs, and
continuously improve the usability and performance of call center and customer
service tools.
Work closely with the product and customer service teams to understand business
requirements and translate them into user-friendly interfaces that enhance agent
productivity and customer satisfaction.
AWS Connect Solutions Design & Development
Design and develop AWS Connect contact flows, IVR systems, routing strategies, and
other customer service tools to enhance both the customer and agent experience.
Build and configure AWS Connect integrations with third-party applications (e.g., CRM
systems like Salesforce, Zendesk) to improve operational efficiency and provide a
unified customer experience.
Leverage AWS services such as AWS Lambda, Amazon Lex, Amazon Polly, and Amazon
CloudWatch to customize AWS Connect solutions and implement automation, AIpowered self-service options, and more.
Optimize AWS Connect features and integrations based on real-time performance
analytics and user feedback.
Collaboration & Cross-Functional Leadership
Collaborate with cross-functional teams, including development, IT, product
management, and customer service, to ensure that design solutions are feasible, meet
business objectives, and align with technical capabilities.
Provide mentorship and guidance to junior designers and developers, promoting best
practices for both design and development processes.
Act as a subject matter expert in AWS Connect and UX/UI design, driving the strategy for
creating high-quality, scalable customer service solutions.
Testing, Prototyping & Validation
Conduct usability testing, A/B testing, and user research to validate design decisions
and gather insights for ongoing improvement.
Develop and test prototypes to demonstrate new features or design improvements in
AWS Connect and customer-facing tools.
Iterate on designs based on user feedback and performance metrics, continuously
refining both user interfaces and system functionality.
Performance Monitoring & Optimization
Monitor the performance of AWS Connect solutions, analyzing data and feedback to
identify areas for improvement and optimization.
Work with the data and analytics team to track customer service KPIs and implement
design or development changes to improve key metrics such as first-call resolution,
customer satisfaction, and agent efficiency.
Skills and Compentencies
UX/UI Design Expertise: Strong understanding of UX/UI design principles and best
practices, with experience designing for call center and customer service
environments.
Development Skills: Proficiency in front-end development (HTML, CSS, JavaScript) and
experience with serverless architectures and AWS Lambda for backend logic.
AWS Connect & Integration: In-depth knowledge of AWS Connect and its associated
services and integrations (e.g., Salesforce, Zendesk, etc.).
Prototyping & Wireframing: Proficiency in design tools such as Figma, Sketch, Adobe
XD, and experience creating high-fidelity prototypes, wireframes, and interactive
designs.
Problem-Solving & Analytical Skills: Strong ability to leverage data, customer
feedback, and analytics to inform design and development decisions.
Collaboration & Communication: Excellent communication skills with the ability to
work cross-functionally with development, IT, and business teams to ensure successful
delivery of solutions.
Preferred Experience
Experience with AI-driven customer service tools such as chatbots and virtual
assistants built on Amazon Lex.
Familiarity with Agile development methodologies and project management tools such
as Jira and Trello.
AWS Certifications (e.g., AWS Certified Solutions Architect, AWS Certified Developer).
Knowledge of customer behavior analytics, service optimization, and key performance
metrics for customer service operations.
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