Job Description
About the Role
We are seeking a highly skilled Senior UX/UI Designer & Developer with deep expertise in AWS Connect to join our IT team. In this hybrid role, you will design, develop, and implement user-centered solutions that enhance call center operations and customer-facing tools. You’ll leverage AWS Connect and related AWS services to create seamless experiences for both agents and customers, optimizing customer journeys and improving agent workflows.
The ideal candidate is equally comfortable in UX/UI design and technical development, with proven success building intuitive, scalable, and innovative customer service solutions.
Key Responsibilities
UX/UI Design for Call Centers & Customer Tools
Lead the design of customer-facing tools, including self-service portals, IVR systems, chatbots, and agent dashboards.
Create wireframes, prototypes, and high-fidelity mockups to communicate design ideas effectively.
Apply a user-centered design approach, incorporating feedback and usability testing into iterative improvements.
Partner with product and customer service teams to translate business needs into intuitive, high-impact solutions.
AWS Connect Solution Design & Development
Design and develop AWS Connect contact flows, IVR systems, and routing strategies.
Build and configure AWS Connect integrations with third-party platforms (e.g., Salesforce, Zendesk).
Utilize AWS services such as Lambda, Lex, Polly, and CloudWatch to enable automation, AI-powered self-service, and real-time monitoring.
Continuously optimize solutions using analytics, performance data, and user feedback.
Collaboration & Leadership
Work cross-functionally with IT, product, and operations teams to align solutions with business objectives and technical capabilities.
Mentor junior designers and developers, fostering best practices in design and development.
Serve as a subject matter expert in AWS Connect and UX/UI design, shaping the strategy for customer service solutions.
Qualifications
Bachelor’s degree in UX/UI Design, Interaction Design, Computer Science, Information Technology , or related field.
5+ years of experience in UX/UI design and development, preferably with customer service and call center tools.
Proven expertise in AWS Connect , including contact flow and IVR development.
Hands-on experience with AWS Lambda, Amazon Lex, Amazon Polly, and Amazon CloudWatch .
Strong portfolio demonstrating experience in designing and developing intuitive user experiences.
Excellent communication and collaboration skills, with the ability to bridge design and technical requirements.
Why Join Us?
Work on impactful projects that directly improve customer and agent experiences.
Collaborate with a forward-thinking IT and product team.
Hybrid flexibility with opportunities for innovation and leadership.
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