Ui ux designer serp_jobs.h1.location_city

Job Title : UI / UX Designer

Location : Englewood, CO (Onsite)

Duration : Long-term Contract

Job description

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 Solutions 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, AIpowered 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 and Compentencies

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.