Senior Software Engineer

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 Solution 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, AI-powered 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 & Competencies :

• 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.