UX/UI Designer/Developer - AWS Connect

About the position

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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.
• Strong understanding of UX/UI design principles and best practices, with experience designing for call center and customer service environments.
• Proficiency in front-end development (HTML, CSS, JavaScript) and experience with serverless architectures and AWS Lambda for backend logic.
• In-depth knowledge of AWS Connect and its associated services and integrations (e.g., Salesforce, Zendesk, etc.).
• Proficiency in design tools such as Figma, Sketch, Adobe XD, and experience creating high-fidelity prototypes, wireframes, and interactive designs.
• Strong ability to leverage data, customer feedback, and analytics to inform design and development decisions.
• Excellent communication skills with the ability to work cross-functionally with development, IT, and business teams to ensure successful delivery of solutions.

Nice-to-haves

• 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.

Benefits

• Versatile health perks, including flexible spending accounts, HSA.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Career opportunities.
• Flexible time away plan.