Senior UX/UI Designer (AWS Connect) in United State

Role : Senior UX/UI Designer. with AWS Connect

Relocation – NO

F2F required 

Top 3 Skills Required:

UI Design experience

UI Development experience

AWS Connect experience

Location: Englewood, CO (Candidates preferably local, open to relocation candidates)

Interview Process: 2 rounds (virtual) – Round 1: technical assessment; Round 2: technical panel interview

Job Description

Bachelor’s degree in UX/UI Design, Interaction Design, Computer Science, Information Technology, or a related field.

5+ years of experience in UX/UI design and development, with a strong focus on designing and developing solutions for call centers and customer-facing tools.

Proven experience working with AWS Connect, including developing contact flows, IVR systems, and integrating with third-party applications.

Hands-on experience with AWS services such as AWS Lambda, Amazon Lex, Amazon Polly, and Amazon CloudWatch.

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 Solution 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, AI-powered 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 & Competencies:

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.