The Company:
We are a leading provider of satellite television, wireless services, and innovative technology solutions. With over 40 years of industry experience, we have consistently disrupted the market by pioneering advancements. We are committed to delivering exceptional service and connectivity to millions of customers nationwide. Our team is driven by a passion for innovation, collaboration, and growth, making this an exciting place to build a career and shape the future of communication.
Job Description:
We are seeking a talented Senior UX/UI Designer & Developer with specialized 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. The ideal candidate will have strong experience in UX/UI design and front-end development, as well as deep, hands-on expertise with AWS Connect and related services.
Key Responsibilities:
UX/UI Design for Call Centers & Customer Tools
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Lead the design of user interfaces for self-service portals, IVR systems, chatbots, and agent dashboards
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Create wireframes, prototypes, and high-fidelity mockups to communicate design ideas
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Apply a user-centered design approach to gather feedback and improve usability
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Translate business requirements into intuitive interfaces that enhance agent productivity and customer satisfaction
AWS Connect Solution Design & Development
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Design and develop AWS Connect contact flows, IVR systems, and routing strategies
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Integrate AWS Connect with third-party applications (e.g., Salesforce, Zendesk)
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Leverage AWS services including Lambda, Lex, Polly, and CloudWatch to implement customizations and automations
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Optimize performance and functionality based on real-time analytics and user feedback
Collaboration & Cross-Functional Leadership
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Partner with development, IT, product management, and customer service teams
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Mentor junior designers and developers on best practices
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Serve as a subject matter expert for AWS Connect and UX/UI design across teams
Testing, Prototyping & Validation
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Conduct usability and A/B testing, and gather user insights for design validation
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Build and test prototypes to demonstrate features and improvements
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Refine designs iteratively based on metrics and user feedback
Performance Monitoring & Optimization
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Monitor AWS Connect performance using data analytics tools
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Analyze KPIs such as first-call resolution, customer satisfaction, and agent efficiency
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Propose and implement UX or system improvements to enhance key metrics
Skills & Competencies
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UX/UI Design Expertise: Strong grasp of UX/UI best practices, particularly in call center environments
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Front-End Development: Proficiency in HTML, CSS, and JavaScript; familiarity with AWS Lambda for backend logic
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AWS Connect: Deep knowledge of AWS Connect, including third-party integrations
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Prototyping Tools: Proficiency with Figma, Sketch, Adobe XD, or similar tools
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Analytical Thinking: Ability to use data and feedback to inform design and technical decisions
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Communication & Teamwork: Effective collaboration with cross-functional stakeholders and strong communication skills
Preferred Experience:
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Experience with AI-powered customer service tools (e.g., chatbots, virtual assistants using Amazon Lex)
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Familiarity with Agile methodologies and tools (e.g., Jira, Trello)
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AWS Certifications (e.g., Solutions Architect, Developer)
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Understanding of customer behavior analytics and service performance metrics
Qualifications:
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Bachelor’s degree in UX/UI Design, Interaction Design, Computer Science, Information Technology, or related field
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5+ years of UX/UI design and development experience, with a focus on call center/customer-facing tools
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Proven experience designing and developing solutions with AWS Connect and related AWS services
Equal Opportunity Employer:
Associate Staffing is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. We are committed to creating a diverse and inclusive work environment and welcome applicants from all backgrounds to apply for open positions with our company.