9601 S Meridian Blvd, Englewood, CO 80112, USAFull-time$40 - $45 hourly $

Primary Skills

• UX/UI Design Expertise: Deep understanding of design principles with a focus on call center and customer service environments.
• Development Skills: Proficient in front-end technologies (HTML, CSS, JavaScript) and backend logic using serverless architecture and AWS Lambda.
• AWS Connect & Integrations: Strong hands-on experience with AWS Connect and integrations with platforms like Salesforce and Zendesk.
• Prototyping & Wireframing: Skilled in tools such as Figma, Sketch, Adobe XD for creating wireframes, high-fidelity prototypes, and interactive designs.
• Problem-Solving & Analytics: Ability to utilize data, analytics, and user feedback to guide decisions.
• Collaboration & Communication: Strong cross-functional collaboration and stakeholder communication skills.
  
  

Preferred Experience

• Experience with AI-driven tools (e.g., Amazon Lex chatbots and virtual assistants).
• Familiarity with Agile methodologies and tools (Jira, Trello).
• AWS Certifications (e.g., AWS Certified Solutions Architect, AWS Certified Developer).
• Understanding of customer behavior analytics, service optimization, and contact center KPIs.
  
  

Job Description

We are seeking a talented and experienced Senior UX/UI Designer/Developer with expertise in AWS Connect to join our growing IT team. This hybrid role combines user experience design and development to build seamless, customer-centric call center solutions. The ideal candidate will drive the design and technical development of intuitive agent and customer interfaces, while leveraging AWS services to create intelligent and scalable solutions.

Key Responsibilities

• UX/UI Design for Call Centers & Customer Tools:
• Lead the UX design of customer-facing portals, IVR systems, agent dashboards, and chatbot interfaces.
• Create wireframes, high-fidelity prototypes, and interactive mockups to communicate design vision.
• Conduct user-centered design research and usability testing to continuously improve product interfaces.
• Collaborate with customer service and product teams to translate business needs into user-friendly solutions.
• AWS Connect Solution Design & Development:
• Design and develop AWS Connect contact flows, IVR systems, and routing strategies.
• Integrate AWS Connect with third-party CRMs (e.g., Salesforce, Zendesk) for unified customer experiences.
• Leverage AWS services (Lambda, Lex, Polly, CloudWatch) to implement custom logic, automation, and AI-powered self-service.
• Optimize the performance and usability of AWS Connect tools based on analytics and user feedback.
• Collaboration & Leadership:
• Partner with cross-functional teams, including development, IT, product, and customer service.
• Mentor junior designers and developers, promoting best practices in both design and implementation.
• Act as an SME for UX/UI design and AWS Connect, contributing to strategic planning and solution roadmaps.
• Testing & Continuous Improvement:
• Conduct A/B testing, usability testing, and user research to validate and refine design decisions.
• Develop and test functional prototypes for new features and iterative improvements.
• Use customer feedback and analytics to inform continuous UX/UI optimization.
• Performance Monitoring & Optimization:
• Monitor AWS Connect solution performance and identify opportunities for improvement.
• Collaborate with analytics teams to track key customer service KPIs (e.g., first-call resolution, CSAT, agent efficiency).
• Implement UI or backend enhancements based on performance data.
  

Qualifications

• Bachelor’s degree in UX/UI Design, Interaction Design, Computer Science, IT, or related field.
• 5+ years of experience in UX/UI design and development, with a focus on customer service or call center solutions.
• Proven hands-on experience with AWS Connect and related AWS services.
• Strong design portfolio demonstrating the creation of intuitive, effective user experiences.